About Us
Platform One is an infrastructure provider to the wealth sector. We provide services such as custody, brokerage, pensions and technology to IFAs, wealth managers, investment managers, family offices and much more. One of our core offerings is an investment platform service, designed to deliver a secure, high quality investment platform for the UK and International marketplace. The service enables advisers and managers to consolidate and manage all their clients’ investments in one place. We also license enterprise technology to the sector, integrating with their existing ecosystem allowing both Platform One and our clients to grow together.
Our mission is to transform the infrastructure that underpins the world of investments and advice. We are growing to be the leading provider of infrastructure to the investments and adviser community. Our new platform model is devoted to championing automation and unrivalled user experience. We have a team of wonderful go-getters, located in the UK and in the Philippines.
At Platform One we focus on delivering good outcomes for our customers by acting in good faith, supporting our customers to pursue their financial objectives and avoiding causing foreseeable harm. Training is provided by Platform One to give an understanding of Consumer Duty and how you can embrace this by meeting our own internal standards, values and behaviours, resulting in an excellent service being delivered to our customers.
About the role
The Client Service Analyst role is integral to delivering first-class customer service across Platform One’s comprehensive product suite. The successful candidate will provide robust analytical and operational support, enhancing our client service capabilities, regulatory compliance, and process efficiencies. You will collaborate closely with financial advisers, end consumers, and internal teams, including Product, Technology, and Pensions.
Key Responsibilities
Core Responsibilities
• Act as a point of contact for Financial Advisors, end consumers, and external providers, managing queries promptly and effectively.
• Process and verify adviser fees, asset allocations, and account adjustments accurately and within regulatory timelines.
• Administer client account changes, including income adjustments, premiums, fund allocations, and withdrawal requests across pension and platform products.
• Ensure all documentation is processed and stored accurately, maintaining a complete audit trail.
• Support and contribute to initiatives focused on enhancing client communication, education, and self-service capabilities.
• Identify opportunities for process improvement and actively participate in efficiency projects.
• Communicate feature requests and improvements to internal engineering and product teams.
• Maintain and update internal and client-facing support documentation and help centre resources.
Governance and Process Enhancement
• Experience in Customer Support or Client Services within financial services.
• Understanding of pensions, custody, and investment platforms.
• Proficient in software and platforms used in client support such as Zendesk, CISCO, Microsoft Office 365 Suite, ClickUp.
• Excellent numerical, verbal, and written communication skills.
• Strong analytical skills and meticulous attention to detail.
• Self-motivated, proactive, and able to operate independently as well as part of a team.
• A genuine desire to provide excellent customer outcomes in line with Consumer Duty FCA regulations.
Product Knowledge Requirements
• A willingness to learn and develop off of existing product knowledge such as: Retail Trading Platform, Investment Management Platform, Adviser Platform, and Wrap Pension.
• Stay current on market trends affecting financial advisers, investment managers, platforms, private banks, and fintech clients.
• Understand how governance frameworks apply differently across various product offerings
Skills & Qualifications
• Knowledge of Consumer Duty FCA principle 12.
• 2+ years of experience in financial services or wealth management
• Strong knowledge of regulatory requirements in custody and investment services
• Experience in policy review, process documentation, and control frameworks
• Excellent analytical skills with attention to detail
• Outstanding communication abilities with clients and internal stakeholders
• Ability to balance client service excellence with governance responsibilities
What we offer
• Opportunity to develop expertise across our four core service areas
• Professional development in governance, risk management, and compliance
• Collaborative environment working with a diverse range of financial services clients
• Career progression in a growing wealth platform business
• 25 days holiday plus bank holidays.
• Your birthday off, this is not included as holiday, an extra little bonus!
• Vitality Private Healthcare
• Smart Pensions Pension Plan
Diversity & Inclusion
Inclusion is at the heart of our social mission. Yes, we're an equal opportunities employer committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status, but it goes so much further than that. We value difference and we're dedicated to creating an inclusive environment for every staff member.
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