Asset Integrity Specialist

2 weeks ago

Liverpool, Liverpool, United Kingdom Rathbone Brothers Full time

Rathbones provides individual investment and wealth management services for private clients, charities, trustees, and professional partners. Looking beyond the short term for the most sustainable outcome.

Department: Specialist - Client Online Support Desk

Location: Liverpool

Contract Type: Permanent

Working arrangement: Hybrid

Please note that this position will require working a Saturday 8AM – 1PM, approx. There has never been a more exciting time to join us as we continue our digital transformation journey.

Key Responsibilities

  1. Support the Manager in overseeing teams' controls and processes while ensuring the teams SLAs are met.
  2. Be the escalation point to your Support Desk Representatives as well as providing support to your Manager and the wider business.
  3. Look at ways to increase the desk service and effectiveness.
  4. Provide guidance and training on new initiatives to the service desk representatives.
  5. Understand and simplify the technical aspects of the Client Lifecycle Management (CLM) solution and MyRathbones to enable effective communication and issue resolution between the desk and the end-user.
  6. Support clients and colleagues with process, experience, and system issues, resolving their queries alongside Support Desk Representatives as and when needed.
  7. Assist end-users by directing them to available supporting material or information to improve their experience and ability to self-serve in the future.
  8. Review and monitor the CRM functionality, proactively identifying, resolving, and escalating issues to Product Owner and Project Teams and supporting new system releases.
  9. Assess and identify trends in Support Desk management information and make implementable recommendations for operational improvement with the Support Desk Manager.
  10. Manage unresolved issues or queries with appropriate SMEs and detail resolution methods once solved.
  11. Develop process and system documentation to enable greater team efficiency and self-service proficiency.
  12. Own ideas for Support Desk improvement and test new ways of operating.
  13. The service desk opening times will be from 8am-6pm Monday to Friday and Saturday 8am-1pm. You will be expected to work Saturdays and some other out-of-hours working to support new product releases.

Requirements

  1. A strong knowledge and experience of improving client/colleague experience.
  2. An ability to analyze, understand, and adapt to new information quickly.
  3. Effective decision-making abilities and ability to develop and apply best working practices.
  4. Excellent communication, listening, and presentation skills, with the ability to influence a range of stakeholders.
  5. Strong problem-solving abilities with confidence to test new ways of working.
  6. Effective time management, balancing support of team, escalations, and reporting.
  7. Adaptive and comfortable with quick rate of change.

We are committed to building a team that is made up of diverse skills, experiences, and abilities and encourage applications from all backgrounds.

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