Client Support Executive

Marlborough Group is a successful investment business that manages over £10 billion for over 200,000 clients and employs some of the UK’s most respected fund managers. The Group has its headquarters in Bolton and offices in London, Lichfield, Peterborough, Bristol and Dublin.

The Group employ more than 235 people across its business lines being:

- Marlborough Limited - The Group’s investment management business
- Investment Fund Services Limited - The groups Authorised Corporate Director (ACD) Authorised Fund Manager business
- IFSL Administration - The Group’s platform business

Marlborough Group’s success has been built on a reputation for excellence in active fund management, with the Group leading the way in industry expertise, service quality, product understanding and added value for our investors.

As we continue with our ambitious growth plans, we are looking for talented people who share our values and will grow and develop as financial services professionals. That means putting our investors at the forefront of everything we do and constantly striving for excellence in the service we deliver.

**Position**:
Our Investor Support team are in need of a knowledgeable and experienced professional to provide expert support for private clients, institutional clients and external stakeholders. We want someone that is dynamic and proactive, that can hit the ground running and challenge the current processes. We have high expectations for our service standards, and this person must have a client focused mindset that will help us push our standards even higher.

This person should have a strong understanding of financial markets and fund management so that they can answer a wide range of query types, whilst managing & minimising risks and demonstrating accountability.

It is essential that the incumbent has a thirst for knowledge and a genuine interest in financial services and fund administration.

Key Responsibilities:

- Ensure all queries are answered correctly & promptly, in line with agreed Service Level Agreements (SLAs)
- Develop a full understanding of all internal processes to provide a high level of client support
- Ensure a comprehensive understanding of industry regulations and processes relating to collective investment schemes
- Ensure that personal development activities are prioritised and acted upon so that clients are provided with the highest possible levels of service
- Adhering to all procedures and FCA requirements
- Owning and investigating any client complaints from receipt until resolution

**Requirements**:
**Essential skills**:

- Client centric mindset
- Professional telephone manner
- Excellent written and verbal communication skills
- Ability to learn multiple tasks simultaneously
- Ability to problem solve and deal with complex queries
- Ability to prioritise & work to strict deadlines
- Must be able to multi-task
- Good attention to detail
- Good numeric skills
- PC literacy and internet skills, including excellent working knowledge of Microsoft Excel and Word
- Accurate data inputting skills

Qualifications:

- 5 GCSE’s Grade A-C (must include Mathematics and English)
- Completion or working towards the IOC (Investment Operations Certificate) qualification

**Experience**:

- Previous experience in a similar role

Personal Qualities:

- A thirst for knowledge and a drive for personal development.
- A genuine interest in financial services
- Ability to function as part of a team
- Strong work ethic and integrity
- Confident manner both written and verbally
- Ability to work under pressure

Positive attitude
- Ability to be flexible and learn quickly
- Friendly and approachable
- Ability to make a positive contribution to both the team and the Company

**Other information**:
**Benefits**:

- Competitive salary with annual salary reviews
- 25 days annual leave plus statutory bank holidays
- 9% non-contributory pension
- Annual discretionary bonus scheme
- Private Healthcare Scheme
- Death in Service at 5 x annual salary
- 35 hour working week
- Training for IOC and other relevant qualifications
- Exam completion bonus £500 (IOC)
- Study leave
- Cycle 2 work scheme
- Eye test reimbursement
- Your birthday off
- Christmas party and paid for social events during the year
- 13 weeks fully paid maternity leave
- 2 weeks fully paid paternity leave
- Perkbox membership - access to more than a hundred rewards, ranging from free food in major UK restaurants, to movie tickets and more.