Digital Client Experience Analyst — Hybrid

Triple Point; Greater London; Híbrido; GBP 35.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Contributory pension

Hybrid/flexible working

Learning and development opportunities

Access to AI tools

Descripción de la vacante

Triple Point is seeking a Client Service Analyst to own the online client experience across our portals and digital touchpoints. You will support advisers, paraplanners, support staff and investors by activating access, resolving queries, and guiding users through our digital journey with a focus on responsiveness and accuracy.

You will collaborate with the Digital & Technology and Operations teams to resolve issues end-to-end, maintain records in Salesforce, and build user-friendly process

Formación

• Strong written and verbal communication skills across channels.
• Calm, collected approach under pressure in a fast-paced role.
• Excellent time management with the ability to prioritise multiple queries.
• Natural relationship-builder trusted by advisers and distribution colleagues.
• High attention to detail in recording and communicating information.
• Experience in customer service, financial services or a client-facing operations role.
• Familiarity with portals, digital platforms or online client journey management.
• Experience using CRM systems such as Salesforce.

Responsabilidades

• Own the end-to-end portal experience for advisers, paraplanners, support staff and investors, including activations, access queries, document location and account navigation.
• Handle all portal-related queries with a 24-hour turnaround target.
• Act as the liaison between Client Service and D&T, triaging issues, escalating bugs and tracking resolutions.
• Build and maintain one-page process guides with D&T for quick-reference fixes.
• Spot patterns in recurring queries and feed insights back to D&T and the team.
• Elevate complex queries to the Client Service Manager when appropriate.
• Be a visible contact within Distribution for digital/portal questions.
• Respond proactively by phone to build relationships with advisers and staff.

Conocimientos

Communication skills

Calm under pressure

Time management

Relationship-building

Attention to detail

Investor engagement

Herramientas

Salesforce

Descripción del empleo

Triple Point is seeking a Client Service Analyst to own the online client experience across our portals and digital touchpoints. You will support advisers, paraplanners, support staff and investors by activating access, resolving queries, and guiding users through our digital journey with a focus on responsiveness and accuracy.

You will collaborate with the Digital & Technology and Operations teams to resolve issues end-to-end, maintain records in Salesforce, and build user-friendly process