Senior Client Services Representative

Mason Blake; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Mason Blake in London is seeking a Senior Client Services Associate to support high-net-worth client relationships in pensions and investments. You will apply technical knowledge to guide clients through complex scenarios and help shape the firm's service model.

This role spans multiple channels, including calls, secure messaging, and client meetings; you will lead training, collaborate across teams and stay informed on market developments.

Qualifications

• Demonstrable experience in Investments, Wealth Management, Private Banking, or related discipline.
• Strong client service capability with the confidence to engage senior stakeholders and high‑net‑worth individuals.
• Undergraduate degree or an equivalent combination of training and experience.
• Level 4 qualification such as Diploma in Regulated Financial Planning, Investment Advice Diploma, IMC Level 1 & 2, or Level 4 Certificate in Investment Management.

Responsibilities

• Deliver a consistently high standard of service to high-value, high-complexity clients.
• Respond to inbound enquiries from HNW clients via phone and secure message with clear, comprehensive guidance.
• Manage end‑to‑end onboarding of new affluent clients, including proactive outreach and expectation setting.
• Coordinate high-risk transfers with internal and external stakeholders to ensure smooth execution.
• Lead scheduled advisory meetings covering ISA and Pension products, supporting clients in achieving strong financial outcomes.
• Act as a point of escalation for related queries, providing guidance and training to colleagues.
• Use client data and insight to inform improvements to service delivery.
• Lead training sessions and knowledge-sharing activities, demonstrating strong engagement with investment markets.
• Contribute to a collaborative, client-focused team culture.

Skills

Client relationships

Complex cases

Team training

Process improvement

Investment knowledge

HNW engagement

Education

Level 4 financial planning qualification

Job description

Senior Client Services Associate – Investments & Pensions

Our client, a leading global investment management firm, is seeking a Senior Client Services Associate to join its client services team, supporting some of the firm's most valuable and complex client relationships.

The Role

This is a senior client‑facing position covering high-net-worth clients across pensions and investments. The successful candidate will draw on strong technical knowledge to guide clients through complex interactions, build trusted long‑term relationships, and contribute to the ongoing development of the firm's service model. The role spans multiple channels, including telephone, secure messaging, and scheduled client meetings.

Key Responsibilities

Client Relationship Management

• Deliver a consistently high standard of service to high-value, high-complexity clients
• Respond to inbound enquiries from HNW clients via phone and secure message with clear, comprehensive guidance
• Manage end‑to‑end onboarding of new affluent clients, including proactive outreach and expectation setting

Complex Case Handling

• Coordinate high-risk transfers with internal and external stakeholders to ensure smooth execution
• Lead scheduled advisory meetings covering ISA and Pension products, supporting clients in achieving strong financial outcomes
• Act as a point of escalation for related queries, providing guidance and training to colleagues

Team Development & Process Improvement

• Use client data and insight to inform improvements to service delivery
• Lead training sessions and knowledge-sharing activities, demonstrating strong engagement with investment markets
• Contribute to a collaborative, client-focused team culture

Technical Expertise

• Maintain in-depth knowledge of the firm's products, funds, and services
• Demonstrate sound understanding of the wider financial services landscape, including relevant legal, tax, and regulatory considerations

Candidate Requirements

• Demonstrable experience in Investments, Wealth Management, Private Banking, or a related discipline, with strong exposure to pensions and investments
• A relevant Level 4 qualification, such as the Diploma in Regulated Financial Planning, Investment Advice Diploma, IMC Level 1 & 2, or Level 4 Certificate in Investment Management
• Strong client service capability, with the confidence to engage senior stakeholders and high-net-worth individuals
• Undergraduate degree, or an equivalent combination of training and experience

About the Opportunity

This role offers the opportunity to join a highly regarded, collaborative team within a leading global investment firm, with genuine scope to broaden investment expertise and progress within the organisation.

To find out more or apply, please get in touch.