Client Services Executive

Wealthtime; Bath; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid Working

Yearly discretionary bonus

34 days holiday per year

Private medical scheme

Job summary

Wealthtime is seeking a Client Services Executive to join its award-winning service team in a hybrid role. You will be the first point of contact for Financial Advisers, Clients, and internal stakeholders, delivering expert support by phone, email, and written communication with care and professionalism.

You will handle a wide range of platform inquiries, remain calm under pressure, listen actively, and resolve queries efficiently, while contributing to service improvements within a

Qualifications

• Proven customer service experience, ideally within the financial services sector.
• Strong background in call handling and administrative tasks.
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
• Demonstrates high levels of accuracy and attention to detail when managing client and adviser enquiries, ensuring all communications and processes meet regulatory standards.
• Excellent interpersonal and communication skills, with the ability to engage effectively across various channels.
• Able to work independently and collaboratively within a team environment.
• Maintains professionalism and resilience when managing challenging interactions, competing priorities, and tight deadlines, consistently delivering high-quality service.
• Proactive and self-motivated, with a solution-focused approach to problem-solving.
• Strong organisational skills, with the ability to manage workload efficiently.

Responsibilities

• Deliver exceptional customer outcomes by fostering a supportive, customer-centric culture, with particular attention to the needs of vulnerable customers in line with company policy.
• Act as the first point of contact for Financial Advisers, Clients, Sales Teams, and Third-Party Providers, managing and resolving queries via phone, email, and written communication in accordance with service standards, procedures, and compliance requirements.
• Take ownership of complex queries and issues, ensuring thorough investigation and resolution within agreed timeframes, and maintaining accountability through to completion.
• Build and maintain effective working relationships across teams and departments, contributing to a collaborative and high-performing environment.
• Champion continuous improvement by identifying, developing, and sharing best practices, and actively participating in team and business projects aimed at enhancing service delivery and operational efficiency.
• Ensure full adherence to Consumer Duty principles, proactively raising risks, near misses, or concerns with your Line Manager or Compliance.
• Support business-wide initiatives by undertaking additional responsibilities aligned with your skills and capabilities, as directed by management.
• Drive process improvement by challenging existing procedures and contributing to the development of new, more efficient and accurate ways of working.
• Take responsibility for personal development by maintaining and executing a structured training and development plan.

Skills

Customer service experience

Call handling

MS Office

Attention to detail

Interpersonal skills

Teamwork

Resilience under pressure

Organisational skills

Tools

Microsoft Office

Job description

About Us

Wealthtime is an award-winning investment platform that helps advisers deliver the best outcomes for their clients, bringing together smart technology and expert support. In the last year, we’ve taken bold steps to future-proof our proposition, entering a strategic partnership with Wipro and strengthening our relationship with GBST. This 10-year partnership guarantees automatic annual upgrades ensuring we’re always on the very latest technology, enhanced functionality, improved security, and regulatory resilience.

About Us

Wealthtime is an award-winning investment platform that helps advisers deliver the best outcomes for their clients, bringing together smart technology and expert support. In the last year, we’ve taken bold steps to future-proof our proposition, entering a strategic partnership with Wipro and strengthening our relationship with GBST. This 10-year partnership guarantees automatic annual upgrades ensuring we’re always on the very latest technology, enhanced functionality, improved security, and regulatory resilience.

About Us

Wealthtime is an award-winning investment platform that helps advisers deliver the best outcomes for their clients, bringing together smart technology and expert support. In the last year, we’ve taken bold steps to future-proof our proposition, entering a strategic partnership with Wipro and strengthening our relationship with GBST. This 10-year partnership guarantees automatic annual upgrades ensuring we’re always on the very latest technology, enhanced functionality, improved security, and regulatory resilience.

With over £12 billion in assets under administration and a growing team of more than 100 professionals, we’re building something truly exceptional.

Our culture is driven by three core behaviours—Seek Opportunity, Nurture Each Other, and Simply Get Going—empowering our people to innovate, collaborate, and create meaningful impact every day.

Wealthtime is part of Quanta group, a next-generation financial services Group, providing a full wealth management service through three core businesses – Wealthtime, Copia Capital Management and Craven Street Wealth.

About The Role

As a Client Services Executive (CSE), you'll be a key part of Wealthtime's award-winning service team, acting as the first point of contact for Financial Advisers, Clients, Regional Sales Managers (RSMs), and Business Development Managers (BDMs).

You'll handle a wide range of platform-related enquiries via phone, email, and written communication, delivering expert support with professionalism, empathy, and care.

You'll need to be confident speaking on the phone, including in challenging situations, and able to remain calm and solution-focused under pressure. Your ability to listen, communicate clearly, and resolve queries effectively will be essential to maintaining our high standards of service.

Our CSEs are technical specialists with deep knowledge across the entire Wealthtime platform, providing consistent, high-level guidance without the limitations of product-specific teams. You'll also contribute to service improvement by identifying opportunities for enhancement and sharing feedback.

You'll be part of a supportive and collaborative team culture, where your contributions are valued and your development is actively supported. Through our CSE Elevate progression scheme, you'll have access to a transparent career pathway with defined salary bandings and two flexible tracks Leadership and Specialist allowing you to grow your career in a way that suits your strengths and ambitions.

Key Responsibilities

• Deliver exceptional customer outcomes by fostering a supportive, customer-centric culture, with particular attention to the needs of vulnerable customers in line with company policy.
• Act as the first point of contact for Financial Advisers, Clients, Sales Teams, and Third-Party Providers, managing and resolving queries via phone, email, and written communication in accordance with service standards, procedures, and compliance requirements.
• Take ownership of complex queries and issues, ensuring thorough investigation and resolution within agreed timeframes, and maintaining accountability through to completion.
• Build and maintain effective working relationships across teams and departments, contributing to a collaborative and high-performing environment.
• Champion continuous improvement by identifying, developing, and sharing best practices, and actively participating in team and business projects aimed at enhancing service delivery and operational efficiency.
• Ensure full adherence to Consumer Duty principles, proactively raising risks, near misses, or concerns with your Line Manager or Compliance.
• Support business-wide initiatives by undertaking additional responsibilities aligned with your skills and capabilities, as directed by management.
• Drive process improvement by challenging existing procedures and contributing to the development of new, more efficient and accurate ways of working.
• Take responsibility for personal development by maintaining and executing a structured training and development plan.

About You

Essential

Specialist Skills, Qualifications and Experience:

• Proven customer service experience, ideally within the financial services sector.
• Strong background in call handling and administrative tasks.
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
• Demonstrates high levels of accuracy and attention to detail when managing client and adviser enquiries, ensuring all communications and processes meet regulatory standards.
• Excellent interpersonal and communication skills, with the ability to engage effectively across various channels.
• Able to work independently and collaboratively within a team environment.
• Maintains professionalism and resilience when managing challenging interactions, competing priorities, and tight deadlines, consistently delivering high-quality service.
• Proactive and self-motivated, with a solution-focused approach to problem-solving.
• Strong organisational skills, with the ability to manage workload efficiently.

Desirable

• Knowledge and experience of wrap platforms (minimum 1 year preferred).
• Understanding of Consumer Duty principles and regulations relating to vulnerable customers.
• Previous telephony experience specifically within the financial services industry.
• Experience in financial services (minimum 1 year preferred).
• Familiarity with investment products such as SIPP, Drawdown, GIA, ISA, and Offshore Bonds.

Rewards & Benefits:

Competitive Compensation:

We offer a competitive salary that reflects your skills and contributions.

Hybrid Working:

Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

Yearly Discretionary Bonus:

Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

Generous Holiday Package:

You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

Wellbeing at Heart:

We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

Professional Growth:

We're committed to your professional development and will support and encourage your career advancement.

Comprehensive Health

You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

Financial Security

Prepare for your future with our Group contributory pension scheme.

Travel with Ease:

We offer interest-free season ticket loans to help with travel costs.

Giving Back:

You can participate in our Wealthtime Foundation Day to support charitable activities.

Opportunities for Growth:

We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

Recognition Matters

Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.