Client Services Executive

James Hambro; City of Edinburgh; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

James Hambro & Partners LLP in Edinburgh is seeking a Client Services Executive to join the Portfolio Management Team. You will be the primary contact for clients and intermediaries, ensuring timely, accurate responses and proactive service delivery across front-office activities.

The role supports onboarding, client reporting, and quarterly valuations, while coordinating with Risk & Compliance to meet regulatory requirements and maintain high service standards.

Qualifications

• Excellent written & verbal communication skills.
• CRM system experience (Xplan) would be advantageous.
• Organised, diligent with focus on accurate documentation and customer outcomes.

Responsibilities

• Act as a main point of contact for clients and intermediaries, handling queries and recording notes on client files.
• Coordinate with clients to take portfolio instructions and payments.
• Prepare meeting packs and client reports for meetings and valuations.
• Support onboarding and Know Your Client (KYC) checks; ensure compliance and suitability processes.
• Work with Operations during transitions to ensure information is complete and processed correctly.

Skills

Communication

Organization

Attention to detail

Proactivity

Client service

Education

A Levels

Level 3 IOC

Tools

Xplan

Job description

Client Services Executive

Edinburgh

About James Hambro & Partners

James Hambro & Partners is an independently owned wealth management group established in 2010 by Jamie Hambro and seasoned industry experts.The Hambro name has been closely associated with the investment world for more than 200 years. The founding of James Hambro & Partners (JH&P) in 2010 marked its return to an independently owned partnership. Led by Chairman James Hambro, we created a modern business founded on traditional values and the guiding principles of trust, integrity and service.In 2012, responding to the opportunities and challenges of RDR, we merged with Calkin Pattinson, a well-established and like-minded family-run financial advisory company, now renamed James Hambro & Company. We believe that the merged James Hambro businesses form a compelling offering, bringing together expert portfolio management and financial planning within a single focused enterprise.We look after the needs of individual private clients and their families, financial advisers, trusts, charities and not-for-profit organisations. Our business has been built on personal service, clear communication and strong investment performance.James Hambro & Partners currently has over £8 billion of assets under management. Our head office is in Pall Mall London. We opened an office in Leeds in January 2020, an office in Edinburgh in February 2021 and an office in Bristol in May 2023.

Role:

Client Service Executive

Location:

Edinburgh

Department:

Service Delivery - Portfolio Management

Salary:

Competitive with an excellent benefits package

Summary:

JH&P is seeking a Client Services Executive (‘CSE’) to join our Portfolio Management Team in Edinburgh.JH&P was founded on a fundamentally different philosophy from other wealth managers: being prepared to go above and beyond. The CSE will play a pivotal role in ensuring the highest standard of service delivery for our clients, whilst supporting the operational efficiency of our front-office, client-facing teams.The CSE role is expected to deliver an excellent, consistent client service by working closely and cohesively with the wider JH&P business, ensuring accurate, timely and proactive support for clients. The role supports the front-office function across the business.The role strives for client service excellence, achieved through regular and proactive communication, effective coordination of activities, and prompt resolution of client queries.

Responsibilities:

• Act as a point of contact for clients and intermediaries, responding to queries and telephone calls, taking messages, and accurately recording notes on the client file/system.
• Liaising with clients and intermediaries to take instructions on the portfolio in respect of third-party payments and the receipt of funds.
• Prepare meeting packs and presentation materials to support client meetings.
• Run quarterly client valuations and support client reporting requirements.
• Support client onboarding, including Know Your Client (KYC) checks and suitability processes.
• Coordinate with the Operations team during the transition of new clients to ensure all required information is received and accurately processed.
• Instruct client payments once verification checks have been completed and client identity confirmed.
• Ensure all client documentation is correctly prepared, completed, scanned, and filed in line with regulatory and internal requirements.
• Maintain accurate and up‑to‑date client verification records.
• Work closely with Risk & Compliance to ensure all activities carried out by portfolio managers and administration teams are compliant with regulatory guidelines.
• Liaise with the Client Data Assurance team to ensure client data is correctly loaded, maintained, and reviewed for accuracy.

Qualifications and Experience:

Education:

A minimum of, or equivalent to three A Levels (or Highers) (grades A–C)

Qualification:

Level 3 IOC – Investment Operations Certificate (or interested in completing)

Experience:

Ideally 2 years’ experience in a similar role

Skills:

• Excellent written & verbal communication skills
• CRM system (i.e. Xplan) would be advantageous
• Organised, diligent, ensuring appropriate customer outcomes are achieved and adequately documented

Behaviours and Capabilities:

• Attention to Detail – Demonstrates a high level of accuracy in day-to-day processing by consistently checking work prior to submission and following agreed procedures, resulting in minimal errors and reduced rework or follow-up actions with clients or advisers.
• Time Management – Effectively prioritises workload by planning tasks in line with agreed deadlines, managing competing demands efficiently, and ensuring work is completed on time, with minimal need for escalation.
• Resilience – Builds resilience by developing role knowledge, proactively seeking clarification when required, and communicating openly with management during periods of increased workload. Demonstrates growing confidence in handling tasks independently, while escalating appropriately when support is needed.
• Leadership and Ownership – Takes ownership of responsibilities by identifying gaps or inefficiencies in processes and proactively raising improvement opportunities with management. Acts as a positive role model for peers, supporting other CSEs and contributing constructively to team and process development.
• Willingness to Learn – Actively takes responsibility for personal development by identifying knowledge gaps, engaging in training and self-study, and asking relevant questions to build capability and confidence in the role.
• Processes and Procedures – Demonstrates confidence and competence in CSE processes and procedures, independently using the system to complete tasks accurately, maintain records, and process updates and amendments in line with required standards, with minimal supervision.
• Proactivity and Client Service – Proactively enhances client service by personalising interactions, capturing and accurately recording key client information, arranging suitability meetings where appropriate, and applying learning from client interactions to support consistent, high-quality client engagement.