Investor Support Executive

Job Title: Investor Support Executive
Contract Type: Permanent
Location: Northwich, Cheshire
Salary: £18000 - £20000 per annum + benefits
Reference: 10496/001_1526038961
Contact Name: Jane Paton
Contact Email:
Job Published: May 11, 2018 12:42

Job Description

As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administer their accounts. You will be expected to deliver excellent customer service.

Decision Making:

Making suggestions on services to improve the consistency, quality and efficiency of service
Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
Make informed, timely and appropriate decisions for the Self Direct clients
Keep the Senior Investor Support Executive appraised at regular meetings of issues affecting performance and service development, proactively suggesting solutions where there is a need
Represent the Self Direct Client Service element in working harmoniously with other service areas to ensure the client service team can deliver the best, most efficient and effective service possible to our clients


Manage your own workload to deliver voice, email, letter and Secure Message based service to a wide variety of Self Direct clients
Manage your workload and day to ensure SLA's are achieved
Liaise with other business areas to minimise impact of activity on SLA's Processes/Procedures
Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible Complaints/Incidents
Assist the Senior Investor Support Executives to maintain an internal complaint process to ensure responses are within the agreed SLA's
Liaise with Compliance on the resolution of complaints Compliance Liaison
Liaise with the compliance department to make sure that all tasks undertaken are meeting current regulatory requirements
Report any breaches of compliance to the Investor Support Team Manager and advise compliance team where necessary Ability to demonstrate an understanding the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.

About you

Excellent attention to detail
IT Skills
Team Player
Good communication skills - verbal and written
Excellent record keeping and reporting capabilities
Proactive nature to gain efficiencies
Ability to multi-task
Demonstration of initiative
Experience of outbound calling to existing clients for both day to day maintenance of accounts and company initiatives

Rewards and Benefits

Discretionary Annual Bonus
Pension - Group Stakeholder Pension Plan provided by Friends Life; 5.3% employee and 10% employer contribution
Life assurance - 4 times annual salary
Private Medical Insurance
Annual Leave - minimum of 25 days as standard with the opportunity to buy up to 5 days' additional annual leave every March
Plus further benefits including competitive family friendly offering , information available upon request