JOB DESCRIPTION Role title: Investment Platform Use Support Operative Reports to: Head of Platform Operations Team Location: Birmingham, Bromsgrove or Braintree Hours of work: 35 hours each week Purpose of role Ascot Lloyd, a leading UK wealth management firm, is seeking a highly motivated and detail-oriented individual to join our dynamic Platform Operations Team as a Phone and Freshdesk Ticketing System Operative. The role will also encompass transfer chasing activity to facilitate the on-boarding of new platform assets. A successful candidate will have effective communication skills and will play a crucial role in handling incoming calls and tickets through our Freshdesk system, ensuring timely resolution and maintaining a high level of customer satisfaction. This position requires a proactive individual who is dedicated to staying informed about the Ascot Lloyd investment platform and related processes within the organisation. Key Responsibilities Incoming Call Management: Answer and manage incoming calls related to the Ascot Lloyd Platform. Provide excellent customer service by addressing inquiries, resolving issues, and guiding users effectively. Freshdesk Ticketing System: Efficiently handle tickets created through the Freshdesk system, adhering to SLAs for resolution. Categorize and prioritize tickets based on urgency and importance. Work collaboratively with other team members to ensure a cohesive and streamlined ticket resolution process. Transfer Chasing Activity Monitoring in-coming transfer activity to the Ascot Lloyd Platform and proactively work with both our platform technology provider and ceding parties to facilitate timely transfer completion, feeding into good client outcomes. User Knowledge Management: Stay up to date with the Ascot Lloyd Platform's features, updates, and functionalities. Continuously enhance platform knowledge to provide accurate and timely assistance to users. Actively seek opportunities for professional development to stay abreast of industry trends and best practices. Cross-functional Collaboration: Strive to learn about related processes within the organisation to broaden understanding and problem-solving capabilities. Collaborate with various departments to resolve complex issues that may require cross-functional expertise. Documentation: Maintain accurate and up-to-date documentation related to common user queries and issue resolutions. Contribute to the development of FAQs and knowledge base articles for internal and external use. SM&CR Responsibilities As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions. Individual Conduct Rules You must act with integrity You must act with due care, skill and diligence You must be open and co-operative with the FCA, PRA and other regulators You must pay due regard to the interests of customers and treat them fairly You must observe proper standards of market conduct You must act to deliver good outcomes for clients Experience / Skills Required Experience in using Excel is essential. An ability to use macros, formulas is desirable. Experience using investment platforms, particularly cash monitoring and fund switching functions is desirable. Having an analytical and methodical approach to work with particular emphasis to the details is essential. Be highly organised and work well with sizeable volumes of work, often working to tight deadlines, whilst maintaining speed and accuracy. Be flexible in your attitude towards changes in team focus and procedure Excellent interpersonal skills Drive and ability to plan, prioritise and manage workloads Ability to follow processes and procedures in a compliant manner Excellent communication skills, both written and verbal Enthusiastic, positive and confident telephone manner Attention to detail Client confidentiality Team work Excellent record keeping skills