Customer Support Executive

TrinityBridge; Northwich; On-site; GBP 24,000 - 32,000; Full time

Job summary

TrinityBridge Limited is seeking an Investor Support Executive to handle client queries across channels and manage their accounts. The role operates within a proactive, professional team delivering first-class service, primarily for Direct clients who invest independently.

The position involves shift work Monday to Friday, 8am–6pm, with a strong emphasis on accuracy, regulatory awareness, and customer satisfaction, while using TrinityBridge’s digital tools.

Qualifications

• Demonstrated commitment to delivering exceptional customer service.
• Strong verbal and written communication skills.
• Keen eye for detail and accurate record keeping.
• Proactive and able to multitask in a fast-paced environment.
• Ability to work well in a team and take initiative.
• Experience in a customer-facing role is preferred.

Responsibilities

• Handle inbound and outbound client contact via email, online messaging, and post.
• Ensure enquiries are answered within set SLAs and documented accordingly.
• Manage documents, scanning, saving, and archiving per procedures.
• Assist clients and staff with digital assets including portals and apps.
• Collaborate with other teams to deliver efficient and quality service.

Skills

Customer service

Communication

Attention to detail

Team player

Multi-tasking

Initiative

Job description

Job Description

Role overview As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts. Working as part of an energetic, professional and friendly team who predominantly provide dedicated support to Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions. You will be expected to deliver first class customer service at all times. This role requires shift work Monday to Friday, between the hours of 8am and 6pm.

Key responsibilities

• Inbound and outbound client contact; email, online messaging and post
• Ensuring enquiries and requests are actioned and responded to within set SLAs
• Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
• Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
• Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
• Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
• General ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
• Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
• Making suggestions on services to improve consistency, quality and efficiency
• Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
• Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need
• Manage your workload and day to ensure SLA's are achieved
• Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible

Regulatory responsibilities | Compliance/T&C

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
• Assist management by proactively making decisions and escalating any problems in a timely manner to avoid complaints and help the early resolution of potential issues
• Liaise with Compliance on the resolution of complaints to ensure responses are logged and resolved within necessary SLAs
• Report any breaches to the Investor Support Team Manager
• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management and taking accountability for outcomes for clients.

About you | Qualifications, skills and strengths

• A passion for delivering exceptional customer service
• An enthusiastic and self-motivated team player
• Excellent verbal and written communication skills
• Keen eye for detail
• Detailed record keeping and reporting capability
• Proactive, able to multi-task and manage a varied workload
• Demonstration of initiative
• Experience in a customer facing role
• An understanding of savings and investments is desirable

At TrinityBridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role. To avoid any ambiguity around fees, please note that speculative CVs received by TrinityBridge, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.

Company Overview

At TrinityBridge we are all connected by our mission to be leading UK Wealth Manager, growing trusted client relationships that last for generations. We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments. We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients. Sustainability is fundamental to our purpose, and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people. We offer a wide range of inclusive benefits that provides our people with all the support they need to find a healthy balance in all aspects of their lives. We also invest in the growth of our people providing a sense of belonging and team spirit and the ability to thrive. We recruit people from all backgrounds and are open to discussing all types of flexible working options, helping our people to balance work and home life and make practical choices for wellbeing while delivering impact where it matters, all of which contributes to our exceptional client experience. We are committed to ensuring our recruitment process is accessible to everyone. We make adjustments for people who have a disability or long-term condition so, if you need a job description or application form in an alternative format, or would like to discuss the recruitment process with us, please get in touch at [e-mail].

Equal Opportunities

As an employer, TrinityBridge is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employee’s or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.