Overview
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Key Responsibilities
Initial Focus:
* Process incoming client-related administrative tasks across various channels with precision and efficiency.
* Manage printing, scanning, and postal workflows.
* Collaborate with internal teams to resolve client queries and ensure seamless communication.
* Capture and relay client feedback to support ongoing improvements to digital platforms.
* Escalate complaints and expressions of dissatisfaction in line with company procedures.
Progressive Responsibilities:
* Respond to client enquiries via telephone, live chat, email, and secure messaging.
* Take ownership of client requests, ensuring timely and satisfactory resolution.
* Contribute insights and suggestions to enhance service delivery based on frontline experience.
Qualifications & Experience
* Commitment to completing the CISI Introduction to Securities & Investments exam within the first year.
* 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
* Excellent communication skills, with the ability to use client-friendly language both verbally and in writing.
* Strong attention to detail and a proactive approach to problem-solving.
* Ability to manage multiple tasks, prioritise effectively, and meet deadlines under pressure.
* A collaborative mindset with a flexible, conscientious attitude—willing to support team needs, including occasional overtime.
* Sound understanding of UK financial markets, ISAs, SIPPs, and investment administration processes.
* Familiarity with FCA regulations and the investment products offered through Charles Stanley Direct.
What We Offer
* Structured training and development plan.
* Exposure to a wide range of client service and financial operations.
* Supportive team environment with opportunities for career progression.
* A chance to make a meaningful impact on client experience and service innovation.
Charles Stanley / Raymond James is committed to being an equal opportunities employer. We treat all of our applicants the same and we have a diversity and inclusion strategy aimed at ensuring we hire the best person for the job regardless of age, gender, ethnicity, sexual orientation, disability or beliefs.
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