Client Services Representative – Investment Services

Job description

Client Services Representative – Investment Services

Duration: 12 months

Pay: £25.11/hour

Location: Manchester (4 days onsite)

Key Responsibilities & Performance Expectations

• Act as the primary point of contact for shareholder enquiries across phone, email, web chat, and written correspondence. The role is predominantly phone‑based, with time split between live client interaction and independent case investigation.
• Deliver a consistently high‑quality service in a fast‑paced environment, managing client conversations confidently while working to demanding productivity and quality targets.
• Execute telephone trades accurately and efficiently, strictly in line with client instructions, regulatory requirements, and documented procedures.
• Handle both straightforward and complex shareholder queries, providing clear, confident technical support and taking ownership of issues through to resolution.
• Investigate discrepancies and errors on shareholder accounts and statements, applying sound judgement, attention to detail, and structured problem‑solving.
• Drive first‑point‑of‑contact resolution wherever possible, escalating only when required and retaining ownership until full closure.
• Proactively manage daily open cases, ensuring timely follow‑up, accurate outcomes, and strong client experience.
• Take full accountability for the quality, accuracy, and completion of all work, with performance measured across productivity, quality, and client outcomes.
• Operate effectively across multiple management companies, adapting quickly to different processes, products, and service expectations.
• Demonstrate a continuous improvement mindset, identifying opportunities to improve service delivery, efficiency, and client experience.

Experience & Capability

• Experience in a client service or contact centre environment is essential.
• Comfortable operating in a performance‑driven, regulated environment with clear standards and expectations.
• Confident working independently, managing workload under pressure, and making informed decisions.
• Strong written and verbal communication skills across multiple channels.
• Educated to secondary school level with equivalent experience.

Extra information

Status

Open

Education Level

Secondary School

Location

Manchester Area

Type of Contract

Full-time jobs

Published at

03-04-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English