Customer Support Manager

Transact; Greater London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading investment wrap platform in the UK seeks a Client Relationship Manager to engage directly with clients, handle their portfolio instructions, and ensure exceptional customer service. The role involves identifying and supporting vulnerable clients, safeguarding client investments from fraud, and adapting service approaches based on client needs. The position offers competitive remuneration and opportunities for career advancement through sponsored qualifications. This is a fantastic chance to grow within a market-leading firm in Central London.

Benefits

Discretionary bonuses

Pension contributions

Health insurance

Employee share scheme

Qualifications

• Experience in the financial services sector is preferred.
• Ability to provide excellent customer service and support.
• Capacity to handle diverse client portfolios with care.

Responsibilities

• Manage client relationships and portfolio instructions.
• Safeguard clients' investments and data from fraud attempts.
• Register vulnerable clients for appropriate support.

Skills

Client facing experience

Attention to detail

Customer service commitment

Adaptability to client needs

Job description

We are currently recruiting an exciting opportunity on our direct client team. You will be responsible for managing relationships with our direct clients whilst processing their portfolio instructions within agreed timescales. You will be a Vulnerable Client Champion and will demonstrate a passion for providing market-leading customer service.

The role offers great exposure to a wide variety of tax wrappers and investment types and Transact will sponsor your relevant financial service qualifications to drive your career development. This is a fantastic opportunity to build your career within a market leading FTSE 250 firm.

The Role

The service we provide to our clients is at the forefront of everything we do. Your responsibilities will include :

• Answering calls and live chats from clients promptly, providing them with high quality service. Aiming to supply all the information needed on the first contact efficiently and accurately, in a way that is understood by the client.
• Being alert to fraud attempts and taking care to safeguard our client’s investments and data.
• Identifying and registering vulnerable clients to ensure that the appropriate level of support and oversight is provided.
• Being aware of and sensitive to different client’s needs and adapting your approach accordingly.
• Always look for ways in which we can improve our service, reduce errors and individual or team efficiency.

Person Specification

The ideal candidate will have client facing experience within financial services and will be driven by a commitment to provide excellent customer service. You should be attuned to diverse client needs and capable of adapting your approach accordingly. You will demonstrate a high degree of accuracy and close attention to detail, along with an understanding of some of the key financial products and wrappers that we work with.

We offer a competitive remuneration package, including company discretionary bonus, excellent pension contributions, an attractive staff share scheme, BUPA health insurance, buying and selling of annual leave and sponsorship of relevant professional qualifications.

The role is based in our central London office, working a minimum of two days a week in the office and three days a week from home.

About Us

Transact is the leading independent investment wrap platform in the UK. Established in 2000, we have over £74.2 billion of funds under direction (as at September 2025) on behalf of 246,000 investor clients. Our service includes an online platform, owned and built by us, and dedicated regional adviser support to help bring clients' assets and investments together in a smarter, more tax efficient way. We offer access to a wide range of tax wrappers (including ISAs, pensions and life insurance investment bonds) and funds which advisers use to build client investment portfolios. Portfolio valuations, purchases and sales are all supported via Transact Online which is available 24 / 7. Transact's parent company, IntegraFin Holdings plc, is listed on the London Stock Exchange and is a constituent of the FTSE 250 index.

Equal Opportunities

We provide a diverse and inclusive workplace and ensure that all of our staff respect and understand individual differences. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.