Digital Client Care Specialist

Rathbones Group; Liverpool; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Company pension

Private medical insurance

Life assurance

Income protection

Discretionary bonus

Flexible holidays

Green Car Scheme

Study support

Season travel ticket loans

Volunteering days

Gym discounts

Job summary

Rathbones Group in Liverpool is seeking a Client Service Administrator to support prospective and existing clients across digital servicing and client administration. You will handle new enquiries, qualify leads and ensure a seamless journey from first contact through ongoing support.

Working in the Digital Client Care model, you will assist with online access journeys, CRM tasks and cross‑functional collaboration with Wealth Management, Financial Planning and Operations to deliver great client

Qualifications

• Experience in client service or financial services.
• Clear and confident communicator across calls, emails and stakeholder interactions.
• High attention to detail, particularly with client data, access permissions and verification activity.
• Comfortable using systems, digital tools and workflow processes.
• Able to manage multiple queues, tasks and priorities while maintaining service quality.
• Curious, solution-focused and willing to identify improvements from frontline feedback.
• Understands confidentiality, regulatory standards and good client outcomes.
• Experience with new business enquiries, digital online portals, CRM, or similar platforms would be desirable.

Responsibilities

• Manage new client qualification queue activity, ongoing leads, portal queries and other digital servicing requests.
• Understand the Service and Propositions available within the Group and match the appropriate service to the enquiring prospects needs
• Manage inbound calls, callbacks, lead and online support emails and digital support queries.
• Support online access journeys, including setup, usage, troubleshooting, exclusions and client guidance.
• Complete new online access requests, closure, novation and related Digital Client Care administration tasks.
• Undertake action, verification and checking activity in line with controls.
• Liaise with IT, Product, Operations and internal stakeholders to progress issues, incidents and service requests.
• Track and review IT tickets, data issues, undelivered items and recurring support themes.
• Support Digital Client Care meetings, feedback capture, app reviews and development testing.
• Identify process improvements and opportunities to reduce repeat contact.
• Share best practices and contribute to a positive, client-focused team culture.

Skills

Client service

Online support

Communication

Attention to detail

Regulatory knowledge

CRM familiarity

Digital tools

Multi-tasking

Tools

CRM

Digital platforms

Job description

Rathbones Group in Liverpool is seeking a Client Service Administrator to support prospective and existing clients across digital servicing and client administration. You will handle new enquiries, qualify leads and ensure a seamless journey from first contact through ongoing support.

Working in the Digital Client Care model, you will assist with online access journeys, CRM tasks and cross‑functional collaboration with Wealth Management, Financial Planning and Operations to deliver great client