Description
As a Customer Services Associate at Benchmark Capital, you will serve as a trusted first point of contact for our valued clients, including financial advisers and end consumers. You'll play a vital role in delivering exceptional service and ensuring excellent client outcomes in every interaction, whether over the phone, via email, or through our case management system.
You will work in a supportive, innovative team based at our Broadlands Business Campus in Horsham, West Sussex—an outstanding environment nestled in the countryside with access to exceptional campus facilities. Our flexible working approach means we'll support your need to balance personal and professional commitments.
You will be responsible for resolving queries, owning customer issues through to satisfactory resolution, and contributing to continuous process improvements. Treating Customers Fairly and embracing your duty of care to clients—including those who may be more vulnerable—are at the heart of everything you do. You will be empowered to think critically, communicate effectively, and take pride in helping families and financial advisers achieve their goals.
What you'll do
* Act as the first point of contact for queries from Financial Advisers and end consumers via phone, email, and case management systems.
* Understand and confidently explain various processes—including KYC (Know Your Customer), Due Diligence, SLA reporting, Client MI Transactions, and Support & Issue Resolution.
* Answer client queries in accordance with documented procedures, ensuring adherence to regulatory and company guidelines.
* Take absolute ownership of each query, following through to full and satisfactory resolution.
* Maintain a sound understanding of platforms in the Financial Services market.
* Review and verify client data to ensure accuracy and compliance.
* Proactively provide feedback to other teams to support continuous improvement and excellent client outcomes.
* Attend and contribute to team meetings, sharing insights and learning for team development.
* Support in maintaining and improving Customer Satisfaction Survey results versus targeted Service Level Agreements (SLAs).
The knowledge, experience and qualifications you need
* Demonstrable experience of delivering excellent customer service, ideally in a financial services or regulated environment.
* Excellent communication skills, both written and verbal, with the ability to articulate complex processes clearly and confidently.
* Ability to build rapport quickly and handle challenging conversations with professionalism and a positive attitude.
* Meticulous attention to detail; able to review data accurately and spot discrepancies.
* Organised and diligent with the ability to prioritise workload, think logically, and solve problems efficiently.
* A genuine desire to learn and develop new skills, embracing change positively.
* Self-starter mentality, capable of working autonomously as well as collaboratively within a team.
* Confident with Microsoft Word and Microsoft Excel.
* 5 GCSEs, including Maths and English Language, and 2 A Levels or equivalent qualifications.
* Experience or understanding of Treating Customers Fairly (TCF) principles and a personal commitment to delivering great outcomes for clients, including those who are vulnerable.
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.
About Benchmark Capital
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.
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.