Desk Senior Representative

Position: Support Desk Senior Representative
Company description: A rewarding place to work. At Rathbones, We invest in everyone's tomorrow that includes our people. We are always looking for future talent, and we can help you build a rewarding career with clear paths to progression and the opportunity to share in the success of our business.

Job description:

Role

Title:

Support Desk Senior Representative Division:
Wealth Management Propositions & Client Care

Location:

Liverpool

Contract:

Permanent Working pattern:
Hybrid About the Role On the Online Support Desk, you will support clients and colleagues through digital client journeys, including Docu Sign, CRM, and our online portal. What youll be responsible for As a Senior Online Support Desk Representative, you will:
Deliver a consistently high-quality, professional serviceto clients, Investment Managers, Advisers, and internal teams, acting as a trusted point of contact Own service delivery standards Take accountability for meeting team SLAs and regulatory requirements, ensuring queries are handled efficiently, accurately, and with the right level of urgency Act as a senior support and escalation point Provide guidance and support to team members, stepping in where needed to resolve complex queries and maintain service continuity Manage and resolve a broad range of queries Confidently handle queries from across the business, including fund managers, assistants, and wider group stakeholders Take ownership of operational and administrative processes Ensure tasks are completed in line with team procedures, maintaining accuracy, consistency, and control Support and contribute to project delivery Work alongside Specialists and stakeholders on project activity, testing, and implementation, ensuring clear and proactive communication Maintain and improve team procedures Ensure documentation reflects current processes, regulatory requirements, and best practice, identifying opportunities for improvement Lead on training and onboarding Support the development of others through structured onboarding, coaching, and knowledge sharing, embedding service excellence standards Maintain strong risk awareness and escalation Understand key controls (including CASS where relevant), proactively escalating risks or issues to ensure appropriate oversight Embed a continuous improvement mindset (Lean / 41) Actively contribute to visual management, team forums, and improvement initiatives, identifying and resolving inefficiencies within the desk Take ownership of personal and team development Stay up to date with regulatory changes, industry developments, and internal processes, proactively identifying and addressing skill gaps Drive client experience improvements (CX/UX) Identify themes and friction points in client journeys, contributing to improvements that enhance efficiency and overall experience Support change and system enhancements Participate in User Acceptance Testing (UAT) and support the rollout of new systems, processes, and releases Build strong stakeholder relationships Develop and maintain effective working relationships across teams, acting as a reliable and collaborative partner Maintain data integrity and governance standards Ensure all activity aligns with Group data governance requirements, with a strong focus on data quality and accuracy Act with integrity and professionalism at all times Uphold conduct rules, maintaining confidentiality, fairness, and trust in all interactions About you Provide expert frontline support Act as a go-to escalation point for complex client and colleague queries, resolving issues efficiently and confidently across systems, processes, and digital journeys.

Build strong knowledge of key systems so you can explain how they work in a simple way to clients and colleagues. Lead query triage and resolution standards Take ownership of prioritising and triaging incoming demand, ensuring queries are directed, progressed, and resolved in line with service expectations Lead on high quality issue management Ensure all issues are accurately recorded, tracked, and progressed, helping to maintain a high standard of end-to-end resolution.

Support the identification and investigation of system defects, working with Specialists and SMEs to gather detail, track progress, and communicate outcomes. Act as a day-to-day leader within the team Support the smooth running of the desk by helping to prioritise workload, guide Representatives, and ensure focus on key tasks and service levels. Coach, train, and support team capability Deliver onboarding and ongoing coaching for the team, supporting new processes, systems, and ways of working, and building confidence in handling more technical queries.

Drive continuous improvement Identify trends, recurring issues, and inefficiencies, using insight to recommend and implement improvements to processes, documentation, and client journeys. Take ownership of improvement initiatives, testing and embedding new ways of working to enhance service efficiency and user…