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Platform Service Manager

Nexere Consulting Limited

Posted on Sep 21, 2022 by Nexere Consulting Limited

London, United Kingdom
Immediate Start
£30k - £42k Annual

Platform Service Manager regarding to provide front line telephone service and support to my client's platform clients. The position will require extensive telephone and email contact with financial planners, paraplanners and wealth managers. Candidates will need to develop strong relationships with clients and their dealings on the platform system.

The day-to-day responsibilities will include -

Efficiently and effectively answering telephone and email queries from intermediaries, escalating in a minority of cases as appropriate
Ensuring all calls are answered in a timely manner and dealt with appropriately managing the caller's expectations where necessary
Take ownership of queries; analyse, research, and provide solutions using knowledge of the systems and processes.
Servicing assigned intermediary firms in a pooled account service model taking responsibility for specific tasks which are scheduled on a rota basis
Taking responsibility to ensure all client and intermediary communication is accurate, appropriate, and delivered at the right time, including emails, letters, and platform updates
Liaising closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels
Planning and organising workflow with the Platform Relationship Manager and Regional teams, especially during client reporting periods
Inputting, manipulating, and maintaining data on the platform and client relationship management systems to perform required service tasks which can include processing ISA subscriptions and payment instructions in line with HMRC and in-house policies
Assisting in the testing of the development of the platform including writing and maintaining user acceptance testing scripts
Evaluate improve and streamline the processes and procedures for servicing platform business
Suggesting realistic and appropriate improvements to the systems and procedures to continually improve service to clients and intermediaries
Provide input and feedback on improvements to the external facing proposition.
Ensuring that the FCA policy of treating customers fairly is followed as well working in accordance with our mission statement

Candidates coming from a customer service background within banking & financials, platform management background within banking & financials or investment management would be a good fit for this role.

Reference: 1736057652

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