Senior Client Service Executive

Senior Client Service Executive

Location:

London

Contract:

Permanent

Working pattern:
Hybrid

The Senior Client Service Executive (Senior CSE) will continue to undertake all existing Client Service Executive (CSE) responsibilities for their immediate Investment Management (IM) team, alongside additional Senior CSE responsibilities to support their Team and the Client Service Managers. The role holder will work within a model which is managed centrally and embedded locally.

• Acts as an escalation point for team and takes the lead in problem solving through discussion with key stakeholders across the business.
• Challenges processes, suggesting process improvements, raises any issues collaboratively with desk/CSL/Stakeholders/peter group.
• Consistently delivers all KPI’s and Right Frist Time – leads the way for the wider team and shares best/good practice with others.
• Leads and advocates the client engagement model, sharing knowledge and driving best practice and consistent client outcomes.
• Undertake all existing CSE activity and responsibilities.
• Host regular meetings for Client Service Support staff within the Team, delivering business updates, and receiving queries/issues to investigate, feeding back resolutions. Where required, escalates concerns from the Front Office to the wider Senior CSE group as well as the Client Service Lead and Client Service Managers, and work collaboratively to resolve.
• Act as a first point of contact for Client Service Support staff within the Team, supporting other Team in times of absence.
• Utilise experience and maintain in depth knowledge of systems and processes in order to support IM teams within the Team. Champion process and system changes with Cloud colleagues and support the delivery of training for new and existing staff.
• Assist with the testing and implementation of system changes, supplying feedback where necessary using subject matter expert (SME) experience and knowledge of client requirements. Collate client feedback and work collaboratively with Operational teams to ensure that high levels of client service and processes are implemented.
• Champion and support the delivery of the Client Service Support development programme at Team level. Coach, support and develop new and existing Client Service Support staff within the Team, providing feedback to support the probation and appraisal processes. Monitor progress and coordinate any further training requirements.
• Oversee and manage client lifecycle processes for the Team, managing capacity and absence issues where required.

• Able to demonstrate a full understanding of the client life cycle processes
• Teamwork and collaboration
• Professionalism
• Leadership Communication
• Critical thinking and problem solving
• Time and priority management
• Experience working as a CSE at Rathbones
• Experience managing end-to-end client lifecycle processes
• Knowledge of regulatory environment in which we operate
• Understanding of the products and services Rathbones provide

We want everyone at Rathbones to fulfil their potential, in an environment where you are proud to work and feel like you belong.

We offer a comprehensive remuneration package, which we review regularly, and benefits include:

• A company pension - 9% non-contributory or 10% if you contribute 5%
• Private medical insurance – Individual on joining, family after 1 year’s service
• Life assurance - 8 x salary
• Company share scheme
• Discretionary bonus
• Flexible holidays – purchase up to 5 additional days
• Green Car Scheme
• Family friendly policies – enhanced family leave for parents & carers
• Study support – study days and funding for courses and qualifications
• Season travel ticket loans
• Other voluntary benefits you can choose to suit you

We are committed to building a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. At Rathbones we provide meaningful work, opportunities, and a voice to all.

We are a Disability Confident Employer (level
2). If you require adjustments to apply for a role at Rathbones, please contact us via  to let us know what adjustments you may need.