Senior Customer Services Administrator

**Department**:
Customer Operations

**Reports to**:
Client Services Administration Team Leader

**Main Location**:
Cambridge House, Henry Street, Bath - Work your way: 3 days minimum in office, 5 days welcome

**About us**

At Wealthtime, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5-star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and Simply Get Going—guide us on our journey.

With new ownership since 2021 and substantial investments of over £17m into the business, Wealthtime is on an exciting growth trajectory. Join our team of around 300 dedicated employees and become part of a company that is making waves in the industry.

**About the role**

Client Services Administration is an integral area of the Company and works alongside other operational teams within Wealthtime. It is made up of the following teams - Pensions & Estates, Servicing, Payments, Transfers In, Transfers Out, Transfer Oversight. Each team process high volumes of instructions received, ensuring all work is completed right first time, every time. Excellent customer service is always expected to ensure that we provide value to our clients.

The primary focus of this role will be effective and timely completion of various administrative tasks, including the following key areas:

- Adviser Administration - to provide administration support to Financial Adviser firms who are using the Wealthtime platform.
- Customer Relations - deal with any queries and requests from Financial Advisers firms, and on occasions, their clients.
- New Investments - responsible for the accuracy and completeness of any processing undertaken.
- Business Administration - involved in varying administrative aspects of the Wealthtime platform, across multiple product wrappers.
- Escalations - to escalate any issues to Line Manager where appropriate.

**Key Responsibilities**:

- Continually focus on delivery of excellent customer service to ensure that the Company is highly valued by our clients.
- Accountable for the accuracy and completeness of any processing.
- Ensure that the Treating Customers Fairly (‘TCF’) principles are adhered to, including raising any areas of concern with either Line Manager or Compliance.
- Manage risk effectively by informing Line Manager if any incidents, “near misses” or exposures to our risk profile are identified. Comply with all Wealthtime policies. Report risk concerns to Line Manager.
- Responsible for developing new processes and challenging existing ones, to maximise efficiency and accuracy.
- Allocate work amongst the team and monitor to ensure that all work gets completed within set SLAs.
- Be the first escalation point for queries within the team, and be an escalation point for external queries if the Line Manager is unavailable.
- Responsible and accountable for own personal development i.e., prepare and actively operate personal training/development plans.
- Complete testing for team within the set timescales as directed and raise any issues without delay.
- Ensure any breaches are raised and closed within set timescales, including any required price comparisons and procedural changes as part of any preventative actions that are put in place.
- Play a key role in training within the team for existing members and any new starters.
- Continue own personal development to ensure that knowledge within the team and the wider business are always improving.
- Support provided to Line Manager and the team.
- Recognise the importance of working together as a team to maximise team, department and Company results.

**About you (what we’re looking for)**

**Specialist Skills, Qualifications and Experience**:
**Essential**:

- Have a minimum of one year’s experience in administration.
- Have experience of SIPP/Drawdown, GIA, ISA and Offshore Bonds.
- Excellent interpersonal and communication skills.
- Ability to prioritise work and direct others to ensure work is completed within agreed Service Level Agreements (SLA’s).
- Ability to work well under pressure, and to tight deadlines.
- A proactive and innovative approach to problem solving, including persuasion and influencing skills.

**Desirable**:

- Have Wrap platform knowledge and/or experience.
- Have a recognised Financial Services qualification (for example, IOC or CII) or be studying towards one.
- Have a high-level understand of Model Portfolios.
- Have a high-level understanding of trading (this role does not involve trading but having a high-level understanding would be beneficial).

**Rewards and Benefits**
- Competitive salary.
- Hybrid Working (split between home and office).
- Discretionary bonus each year.
- 34 days holiday per calendar year including bank holidays, with the option to purchase or sell up to 5 additional days per year.
- Life event day: A paid day off for a life event such as a birthday, moving house, or wedding.
- Supported and encouraged pro