Investor Support Executive

Role overview

As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts. Working as part of an energetic, professional and friendly team who predominantly provide dedicated support to Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions. You will be expected to deliver first class customer service at all times.

This role requires shift work Monday to Friday, between the hours of 8am and 6pm.

• Inbound and outbound client contact; email, online messaging and post
• Ensuring enquiries and requests are actioned and responded to within set SLAs
• Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
• Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
• Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
• Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
• General ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
• Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
• Making suggestions on services to improve consistency, quality and efficiency
• Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs