Client Service Administrator

Department:
Wealth Management Client Care

Date: 22 Sept 2026

At Rathbones, we help people invest their money well, so they can live well. That means more than financial returns – it’s about helping people feel confident in their decisions and supported in their future. We don’t just manage money, we guide people through life’s big moments, helping them stay on track and focus on what matters most.

We’re proud to be one of the UK’s leading wealth managers, with £113.6bn in assets under management (as of March 2026) and 20+ offices across the UK and Channel Islands. We’re a FTSE 250 company with national reach and a local feel – and we’re growing.

Client Service Administrator

Liverpool, GB, L3 1NW

Permanent

The Client Service Administrator plays an important role in supporting prospective and existing clients throughout their journey with Rathbones. Acting as a trusted point of contact for clients, introducers, advisers and internal colleagues, the role is responsible for managing new enquiries, qualifying leads, supporting client and colleague queries, and ensuring a seamless experience from initial contact through to ongoing client support.

Working within the Digital Client Care model, the role holder will provide high-quality support across lead qualification, digital servicing and client administration activities. They will help clients navigate Rathbones’ services and digital channels, gather information accurately and efficiently, and work closely with Wealth Management, Financial Planning, Operations and Client Service teams to deliver positive client outcomes.

The role requires strong communication, attention to detail and a client‑focused approach. By resolving enquiries, supporting digital journeys and identifying opportunities for improvement, the Client Service Administrator will contribute to an efficient, compliant and high-quality service experience for both prospective and existing clients.

• Manage new client qualification queue activity, ongoing leads, portal queries and other digital servicing requests.
• Understand the Service and Propositions available within the Group and be able to match the appropriate service to the enquiring prospects needs
• Manage inbound calls, callbacks, lead and online support emails and digital support queries.
• Support online access journeys, including setup, usage, troubleshooting, exclusions and client guidance.
• Complete new online access requests, closure, novation and related Digital Client Care administration tasks.
• Undertake action, verification and checking activity accurately and in line with agreed controls.
• Liaise with IT, Product, Operations and internal stakeholders to progress issues, incidents and service requests.
• Track and review IT tickets, data issues, undelivered items and recurring support themes.
• Support Digital Client Care meetings, feedback capture, app reviews and development testing.
• Identify process improvements, recurring pain points and opportunities to reduce repeat contact.
• Share best practices and contribute to a positive, client-focused and improvement-led team culture.

• Strong client service, online support, operational support or financial services experience.
• Clear and confident communicator across calls, emails and stakeholder interactions.
• High attention to detail, particularly when handling client data, access permissions and verification activity.
• Comfortable using systems, digital tools and workflow processes.
• Able to manage multiple queues, tasks and priorities while maintaining service quality.
• Curious, solution-focused and willing to identify improvements from frontline feedback.
• Understands the importance of confidentiality, regulatory standards,…