Description
Move beyond ticket queues. Build long‑term technical support skills.
If you currently work in IT Helpdesk or IT Support and want to develop deeper, more meaningful technical customer support skills, this role offers a clear next step.
At Benchmark, you will move away from pure break‑fix support and into a role where you:
* Own queries end to end.
* Work with complex systems and data.
* Receive structured training in regulated environments, platform administration and customer outcomes.
* Build transferable skills across systems, access management and service operations.
As a Customer Services Associate, you will support advisers, clients and third‑party providers across our proprietary financial services platform. The role combines customer support, system administration and investigation work.
This role suits someone who enjoys problem solving, clear processes and taking ownership through to resolution.
Key Responsibilities
* Act as first point of contact for advisers and clients via phone, email and case management.
* Investigate and resolve queries across KYC, due diligence, transactions and service issues.
* Own tickets from first contact through to closure, working to agreed SLAs.
* Carry out system administration within Benchmark’s CRM and financial services platform.
* Manage Joiner, Mover and Leaver access requests accurately and securely.
* Follow documented controls to meet regulatory, audit and security requirements.
* Maintain accurate records and system data at all times.
* Share feedback to improve processes, service quality and user experience.
* Contribute to team meetings and continuous improvement activity.
Skills, Knowledge and Expertise
This role is a good fit if you have experience in:
* IT Helpdesk or IT Support (1st or 2nd line).
* Ticket‑based environments with clear SLAs.
* Access management or user administration.
* Communicating technical processes clearly to non‑technical users.
* Investigating issues logically and documenting outcomes.
What we are looking for
* Confident phone manner and clear written communication.
* High attention to detail and strong data accuracy.
* Comfortable working with systems and structured processes.
* Ability to prioritise workload and meet service levels.
* Curiosity and willingness to learn new platforms and regulations.
* A calm, methodical approach to issue resolution.
* GCSEs (Maths and English) and A‑levels or equivalent.
Financial services experience is not required. Training will be provided.
What you will gain
* Ongoing training in technical customer support within a regulated environment.
* Exposure to complex systems beyond standard IT helpdesk tools.
* Clear development pathways across operations, platform support and service management.
* A supportive team with strong processes and leadership.
* Experience that translates into long‑term career options within Benchmark.
The base
You'll be based at the Benchmark Head Office, within our Broadlands Business Campus near Horsham in West Sussex. 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.
We're looking for the best, whoever they are
We know that diverse perspectives and an inclusive culture where all can succeed lead to better decisions and stronger outcomes for the company its clients and its employees. That’s why inclusion and diversity are strategic priorities for us. We’re proud to be an equal opportunities employer. You’re welcome at Benchmark regardless of your age, disability, gender identity or expression, religious beliefs, sexual orientation, or socio-economic background. We’re building a workplace where everyone feels respected, valued, and empowered to thrive.
Benchmark is one of the UK’s leading financial planning businesses, aiming to help our clients realise aspirations and achieve peace of mind. We do this through our unique business model which provides supports to over 1000 financial planners through our technology led platform across our employed, self-employed and independent segments. The solutions are award-winning, enabled by proprietary technology covering regulatory, platform and investment services, all of which are designed to support advisers at every step of their journey – from starting their career, improving how they run productively and effectively, to accelerating its growth and ultimately thinking about succession planning.
We operate offices across the UK, and have rapid expansion plans, and are highly acquisitive having made over 50 acquisitions over the last few years. We also provide integrated solutions incorporating our own investment, pension, platform, technology and compliance services.
As a financial planning business, we help people realise their aspirations and achieve peace of mind, and therefore ensuring good client outcomes is central to decision making. Our regulatory requirement to achieve positive consumer outcomes and to treat client fairly are embedded within our organisation, and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.
As part of the Schroders Plc Group, and the Schroders Wealth Division, Benchmark sits within the UK largest listed asset manager with over £750bn of assets. Benchmark has the benefit of having a focussed business model with clear accountability with the benefits of being part of one of the UK’s largest financial services businesses.