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Client Support Executive

1 month ago

Greater London, United Kingdom Raymond James Investment Services Full time

Job Summary

As a member of the Client Services team, you will manage the online client interface 'Client Access' helpline and email inbox. Your responsibilities will also include assisting offices with activating and administering client logins for the Client Access system and supporting the tool's ongoing development.

This role emphasises continuously enhancing service quality through system and process improvements and fostering excellent relationships with other business areas.

The ideal candidate will thrive in a team environment, possess excellent time and response management skills, and adhere to the Raymond James Service 1st ethos.

This role is for a fixed-term of 12 months.


Principle Duties:

  • Administer the Client Access Helpline and email inbox, ensuring team service levels are met when clients experience challenges using the online system.
  • Take ownership of Client Access queries, considering client needs throughout, including providing first-level technical support for Client Access and related software (e.g., internet browsers, clearing cache/history).
  • Assist offices in activating and administering client logins for the Client Access system.
  • Identify themes in Client Access contacts from clients, escalating and assisting in firm-wide resolution and improvement as needed.
  • Assist the Client and Wealth Manager Support Team Leader with escalated Client Access queries.
  • Monitor Client Access guidance documents for Wealth Managers and clients, ensuring content is accurate, comprehensive, complete, and consistent. Recognise when guidance needs updating, coordinate with relevant internal departments to agree on changes, and execute and post new or revised guidance, highlighting significant changes through the established process.
  • Support future Client Access enhancements through project stages, testing, and launch, building a collaborative working relationship with the IT Development team.
  • Assist the main Client Services telephone line, along with Client Services emails and tasks, as needed.
  • Ensure Raymond James Head Office presents itself professionally, courteously, and efficiently to our client base, including Wealth Managers and investors, at all times.
  • Consider the principles of Consumer Duty in all business activities.
  • Adhere to and maintain our Service 1st culture at all times.
  • Run ad-hoc client reports to assist the Wealth Manager support team.


About You:

  • At least two years of previous experience of working in a client facing role, ideally telephone based.
  • Excellent IT skills with the ability to guide clients through systems.
  • Proficiency in Microsoft Office, especially Word and Excel, is mandatory.
  • Experience of working in the UK Financial Services industry is preferred.
  • Excellent customer service and communication skills.
  • Organised and efficient.
  • Strong time management skills, with the ability to multi-task and prioritise workloads.
  • Commitment to teamwork.
  • Service-driven.
  • Confident in decision-making and taking ownership of queries.