Job Purpose
This is a dynamic role combining administrative responsibilities with the potential to grow into client-facing duties. Initially focused on supporting client-related administration, you’ll handle tasks across multiple communication channels (post, email, secure messages), ensuring accuracy and exceptional service delivery.
As you progress, you’ll be trained to engage directly with clients via phone, email, live chat, and secure messaging—gaining exposure to the full spectrum of client service operations. This role is ideal for someone who thrives in a fast-paced environment, enjoys variety, and is passionate about delivering outstanding customer service.
Key Responsibilities
Initial Focus:
1. Process incoming client-related administrative tasks across various channels with precision and efficiency.
2. Manage printing, scanning, and postal workflows.
3. Collaborate with internal teams to resolve client queries and ensure seamless communication.
4. Capture and relay client feedback to support ongoing improvements to digital platforms.
5. Escalate complaints and expressions of dissatisfaction in line with company procedures.
Progressive Responsibilities:
6. Respond to client enquiries via telephone, live chat, email, and secure messaging.
7. Take ownership of client requests, ensuring timely and satisfactory resolution.
8. Contribute insights and suggestions to enhance service delivery based on frontline experience.
Qualifications & Experience
9. Commitment to completing the CISI Introduction to Securities & Investments exam within the first year.
10. Willingness to develop a strong understanding of Charles Stanley’s services, systems (Order Routing, AS400, CRM), and tools (Outlook, Excel, Word, market information platforms, and the Charles Stanley Direct website).
Skills & Attributes
11. Excellent communication skills, with the ability to use client-friendly language both verbally and in writing.
12. Strong attention to detail and a proactive approach to problem-solving.
13. Ability to manage multiple tasks, prioritise effectively, and meet deadlines under pressure.
14. A collaborative mindset with a flexible, conscientious attitude—willing to support team needs, including occasional overtime.
15. Sound understanding of UK financial markets, ISAs, SIPPs, and investment administration processes.
16. Familiarity with FCA regulations and the investment products offered through Charles Stanley Direct.
What We Offer
17. Structured training and development plan.
18. Exposure to a wide range of client service and financial operations.
19. Supportive team environment with opportunities for career progression.
20. A chance to make a meaningful impact on client experience and service innovation.