Platform Service Manager (5 months FTC)

About The Role Purpose To provide office-based front line telephone servicing and support to the 7IM platform clients. The role involves extensive direct telephone and email contact with financial planners, paraplanners, and wealth managers (intermediaries). It aims to develop strong relationships through outstanding service for all client queries related to the 7IM platform. The role holder will work closely with Regional Platform Relationship Managers and the Operations team to ensure excellent customer service to intermediary practices. Responsibilities Answer telephone and email queries from intermediaries efficiently and escalate when necessary. Ensure all calls are answered promptly and appropriately, managing caller expectations. Take ownership of queries; analyze, research, and provide solutions using system and process knowledge. Service assigned intermediary firms in a pooled account model, handling scheduled tasks. Ensure all communications are accurate, appropriate, and timely, including emails, letters, and platform updates. Liaise with the Operations team to ensure clear communication and minimize errors. Plan and organize workflow with the Platform Relationship Manager and regional teams, especially during reporting periods. Input, manipulate, and maintain data on the 7IM platform and CRM systems, including processing ISA subscriptions and payment instructions per HMRC and 7IM policies. Assist in testing platform development, including writing and maintaining UAT scripts. Evaluate and streamline servicing processes and procedures. Suggest improvements to systems and procedures for better service delivery. Provide feedback on external-facing propositions. Follow FCA\’s Treating Customers Fairly policy and adhere to 7IM\’s mission and principles. Perform other duties as reasonably required by line management. Consistently act in good faith, prevent harm, and support customers\’ financial goals in line with FCA\’s Consumer Duty principles. About You Knowledge Understanding of the UK platform market and regulatory environment. Knowledge of platform administration, including tax wrappers. Familiarity with Pershing systems and procedures is beneficial. Experience in retail investments and investment management is advantageous. Understanding of the advice process and UK advisory market. Relevant regulation and policy knowledge. Proficiency in e-business applications for Financial Advisers. Skills Excellent telephone manner with active listening and troubleshooting skills. Relationship-building and rapport skills for trust development with wealth managers. Ability to manage client expectations effectively. High ownership, competence, reliability, and responsiveness. Strong planning and organizational skills to optimize efficiency. Attention to detail and accuracy in data handling. Quick learning ability for systems and software. Clear and concise written communication skills. Numeracy skills for data processing and verification. Assertiveness, tenacity, diplomacy, and sensitivity in relationship management. Flexibility and innovative thinking to adapt to changing needs. Resilience to manage conflicting priorities and workload. Commitment to personal and professional development. Qualifications Relevant Financial Services qualifications are advantageous. #J-18808-Ljbffr