Client Support Executive (FTC) | London, UK

Charles Stanley & Co.; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the financial services sector is seeking a Client Support Executive to manage the Client Access helpline and email inbox. The role focuses on enhancing service quality and supporting client needs through effective communication and technical assistance. Ideal candidates will have strong IT skills, a commitment to service, and experience in client-facing roles. Join a dynamic team dedicated to delivering exceptional client support.

Qualifications

• At least two years of previous experience in a client-facing role.
• Excellent IT skills with the ability to guide clients through systems.

Responsibilities

• Administer the Client Access Helpline and email inbox.
• Provide first-level technical support for Client Access and related software.
• Monitor and update Client Access guidance documents.

Skills

Customer Service

Communication

Time Management

Teamwork

Education

Experience in Client-Facing Role

Proficiency in Microsoft Office

Tools

Microsoft Word

Microsoft Excel

Job description

Client Support Executive (FTC)

Charles Stanley & Co. London, United Kingdom

Job Description

Job Summary

As a member of the Client Services team, you will manage the online client interface 'Client Access' helpline and email inbox. Your responsibilities will include assisting offices with activating and administering client logins for the Client Access system and supporting the tool's ongoing development.

This role emphasizes continuously enhancing service quality through system and process improvements and fostering excellent relationships with other business areas.

The ideal candidate will thrive in a team environment, possess excellent time and response management skills, and adhere to the Raymond James Service 1st ethos.

Principle Duties:

1. Administer the Client Access Helpline and email inbox, ensuring team service levels are met when clients experience challenges using the online system.
2. Take ownership of Client Access queries, considering client needs throughout, including providing first-level technical support for Client Access and related software (e.g., internet browsers, clearing cache/history).
3. Assist offices in activating and administering client logins for the Client Access system.
4. Identify themes in Client Access contacts from clients, escalating and assisting in firm-wide resolution and improvement as needed.
5. Assist the Client and Wealth Manager Support Team Leader with escalated Client Access queries.
6. Monitor Client Access guidance documents for Wealth Managers and clients, ensuring content is accurate, comprehensive, complete, and consistent. Recognise when guidance needs updating, coordinate with relevant internal departments to agree on changes, and execute and post new or revised guidance, highlighting significant changes through the established process.
7. Support future Client Access enhancements through project stages, testing, and launch, building a collaborative working relationship with the IT Development team.
8. Assist the main Client Services telephone line, along with Client Services emails and tasks, as needed.
9. Ensure Raymond James Head Office presents itself professionally, courteously, and efficiently to our client base, including Wealth Managers and investors, at all times.
10. Consider the principles of Consumer Duty in all business activities.
11. Adhere to and maintain our Service 1st culture at all times.
12. Run ad-hoc client reports to assist the Wealth Manager support team.

About You:

1. At least two years of previous experience working in a client-facing role, ideally telephone-based.
2. Excellent IT skills with the ability to guide clients through systems.
3. Proficiency in Microsoft Office, especially Word and Excel, is mandatory.
4. Experience of working in the UK Financial Services industry is preferred.
5. Excellent customer service and communication skills.
6. Organised and efficient.
7. Strong time management skills, with the ability to multi-task and prioritise workloads.
8. Commitment to teamwork.
9. Service-driven.
10. Confident in decision-making and taking ownership of queries.

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.