Customer Support Manager

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their dynamic team in London. This role involves managing client relationships and ensuring top-notch customer service while safeguarding client investments. With a commitment to excellence, you will have the chance to develop your career through sponsorship of relevant financial qualifications. The position offers a blend of office and remote work, providing flexibility and a supportive environment. Join a firm that values diversity and is committed to creating an inclusive workplace where every employee can thrive and make a significant impact.

Benefits

Company Discretionary Bonus

Excellent Pension Contributions

Staff Share Scheme

BUPA Health Insurance

Buying and Selling of Annual Leave

Sponsorship of Professional Qualifications

Qualifications

• Experience in client-facing roles within financial services.
• High accuracy and attention to detail in service delivery.

Responsibilities

• Manage client relationships and process portfolio instructions.
• Identify vulnerable clients and provide tailored support.
• Enhance service quality and efficiency continuously.

Skills

Customer Service

Attention to Detail

Client Relationship Management

Fraud Detection

Adaptability

Education

Relevant Financial Service Qualifications

Job description

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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 £64.1 billion of funds under direction (as at September 2024) on behalf of over 8,000 advisers and 235,000 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.

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.