Description
As a Customer Service Associate, you will be the first point of contact for financial advisers and end consumers, providing exceptional service and support across our platform and investment solutions. You will handle queries via phone, email, and case management, ensuring timely and accurate resolutions while maintaining high standards of client care.
What you'll do
Act as the first point of contact for adviser and client queries via phone, email, and case management.
Understand and confidently articulate processes related to KYC, due diligence, SLA reporting, client MI, and issue resolution.
Take ownership of queries through to satisfactory resolution.
Gain and maintain a strong understanding of financial platforms and market trends.
Review data for accuracy and provide proactive feedback to improve client outcomes.
Contribute to team meetings and support continuous improvement initiatives.
Maintain and improve customer satisfaction scores against targeted SLAs.
The knowledge, experience and qualifications you need
Excellent phone manner and ability to handle challenging calls.
Strong communication skills (written and verbal) and ability to build rapport quickly.
Organised, detail-oriented, and able to prioritise effectively in a fast-paced environment.
Minimum 5 GCSEs including Maths and English, and 2 A-Levels (or equivalent).
Confident user of Microsoft Word and Excel.
Desirable:
Financial services industry experience.
Familiarity with CRM systems (Salesforce desirable).
Personal Attributes:
Self-starter with enthusiasm and positivity.
Adaptable communicator who embraces change.
Promoter of Consumer Duty and Treating Customers Fairly principles.
Ability to suggest process improvements and work collaboratively.
The base
You'll be based at the Benchmark Head Office, within our Broadlands Business Campus near Horsham in West Sussex but will need to be present across our other offices, including the main Schroders headquarters in London. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different.
We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham’s main line train station