Client Support Executive

Schools’ Choice; City Of London; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company events

Company pension

Employee discount

Employee mentoring programme

Financial planning services

Life insurance

Private dental insurance

Private medical insurance

Profit sharing

Job summary

Schools’ Choice is seeking a Client Acquisition Marketing Executive in Mayfair. This role focuses on delivering an exceptional customer experience from initial enquiry to adviser allocation, mainly via email, and sits within the Marketing team.

You will understand customer needs, guide them to the right adviser or service, and contribute to improving marketing campaigns and customer journeys. Hybrid role in Mayfair offering a pivotal gateway on the client journey, with opportunities to grow

Qualifications

• Acts as the first point of contact for new customers
• Delivers professional written and verbal communication
• Enjoys understanding customer needs and asks the right questions
• Keeps customer information accurate and up-to-date in CRM
• Experience in financial services or client support preferred

Responsibilities

• Take ownership of new customer enquiries received centrally, responding promptly and professionally
• Speak with prospective clients to understand their circumstances and requirements
• Identify the most appropriate adviser, service or location for each client and ensure a smooth handover
• Create a positive first impression through warm and engaging communication
• Monitor follow-up and service levels to protect the customer experience
• Provide feedback to Marketing based on customer insights and trends
• Collaborate with Marketing, Advisers, Business Development and Operations to improve onboarding
• Support development and optimisation of customer journeys and cross-sell opportunities
• Maintain accurate customer and prospect data in CRM systems
• Produce reporting on enquiry volumes, sources and outcomes
• Coordinate with external digital marketing agencies for lead quality feedback
• Ensure activities comply with FCA, TCF and GDPR requirements

Skills

Customer experience

CRM systems

Written communication

Attention to detail

Listening skills

Tools

CRM software

Job description

Client Acquisition Marketing Executive - Leading Financial Services Firm

Salary: Up to £35,000

Location: Mayfair - Hybrid Working

Team: Marketing

This is an exciting opportunity to join a growing Marketing team in a role that sits right at the heart of the client journey.You'll be the first point of contact for many new customers who have made an enquiry or recently engaged with the business through their website. Your role will be to understand their situation, what prompted them to get in touch, how they discovered the business and, most importantly, what they are looking for.From there, you'll ensure each prospective client is guided towards the right adviser, service or location, creating a seamless and genuinely positive first experience.This is not a sales or call centre role, most communication is via email. It's about understanding and delivering an exceptional customer experience. You'll take real ownership of the journey from initial enquiry through to adviser allocation, ensuring customers feel valued, understood and confident that they are in the right hands.

Key Responsibilities

• Take ownership of new customer enquiries received centrally, responding promptly and professionally.
• Speak with prospective clients to understand their circumstances, requirements and what they are hoping to achieve.
• Understand how customers discovered the business and capture useful insight around their reasons for making contact.
• Identify the most appropriate adviser, service or location for each prospective client and ensure a smooth handover.
• Create an excellent first impression through professional, warm and engaging written and verbal communication.
• Take ownership of the customer journey from initial enquiry through to adviser allocation.
• Monitor adviser follow-up and service levels, identifying any issues that could negatively impact the customer experience.
• Gather and share customer feedback and insight with the wider Marketing team.
• Identify recurring enquiry themes and trends to help improve marketing campaigns, content, propositions and the overall customer journey.
• Work closely with Marketing, Advisers, Business Development and Operations to improve the end-to-end acquisition and onboarding experience.
• Support the development and optimisation of customer journeys, including opportunities to introduce existing customers to additional services where appropriate.
• Maintain accurate and up-to-date customer and prospect information within CRM systems.
• Support the use and development of CRM and customer engagement technology to improve communication, lead routing and customer journeys.
• Produce and contribute to reporting around enquiry volumes, sources, customer quality, conversion and adviser outcomes.
• Work with external digital marketing agencies, providing valuable feedback around the quality and characteristics of new enquiries.
• Use customer insight and performance data to help Marketing understand what is working and where improvements can be made.
• Contribute to continual improvements in processes, systems and reporting.
• Ensure all activity is carried out in line with FCA requirements, Treating Customers Fairly principles, internal governance and GDPR.

About You

You don't necessarily need to come from a traditional sales background. What matters most is your approach to customer experience.

You'll be someone who:

• Comes from a financial services background, maybe in a client support role
• Takes genuine pride in delivering an outstanding customer experience.
• Is naturally personable, warm and confident when speaking with people.
• Is genuinely interested in understanding customers rather than simply processing enquiries.
• Is a great listener and asks the right questions to understand what someone needs.
• Can communicate professionally and confidently, both verbally and in writing.
• Is highly organised and comfortable managing multiple enquiries and priorities.
• Has excellent attention to detail and understands the importance of accurate customer information.

The Opportunity

This role offers much more than simply managing enquiries. You'll have a direct influence on how prospective clients experience the business from their very first interaction.

You'll gain exposure across Marketing, digital acquisition, CRM, customer insight and adviser relationships, giving you a broad understanding of how customers move through the business.

For the right person, this is an opportunity to build a long-term career within Marketing, developing your skills across customer experience, CRM, acquisition, insight and marketing operations as the function continues to grow.

Benefits

• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Financial planning services
• Life insurance
• Private dental insurance
• Private medical insurance
• Profit sharing