Client Services Representative – Investment Services – Contact Centre
Contract duration: 12 months
Location: Manchester (4 days onsite)
Pay: £25.11/hour (PAYE)
Key Responsibilities & Performance Expectations
- Act as the primary point of contact for shareholder enquiries across phone, email, web chat, and written correspondence.
- The role is predominantly phone‑based, with time split between live client interaction and independent case investigation.
- Deliver a consistently high‑quality service in a fast‑paced environment, managing client conversations confidently while working to demanding productivity and quality targets.
- Execute telephone trades accurately and efficiently, strictly in line with client instructions, regulatory requirements, and documented procedures.
- Handle both straightforward and complex shareholder queries, providing clear, confident technical support and taking ownership of issues through to resolution.
- Investigate discrepancies and errors on shareholder accounts and statements, applying sound judgement, attention to detail, and structured problem‑solving.
- Drive first‑point‑of‑contact resolution wherever possible, escalating only when required and retaining ownership until full closure.
- Proactively manage daily open cases, ensuring timely follow‑up, accurate outcomes, and strong client experience.
- Take full accountability for the quality, accuracy, and completion of all work, with performance measured across productivity, quality, and client outcomes.
- Operate effectively across multiple management companies, adapting quickly to different processes, products, and service expectations.
- Demonstrate a continuous improvement mindset, identifying opportunities to improve service delivery, efficiency, and client experience.
Experience & Capability
- Experience in a client service or contact centre environment is essential.
- Comfortable operating in a performance‑driven, regulated environment with clear standards and expectations.
- Confident working independently, managing workload under pressure, and making informed decisions.
- Strong written and verbal communication skills across multiple channels.
- Educated to secondary school level with equivalent experience.
Contact Centre Client Services Representative in Manchester employer: Atrium (EMEA)
Atrium (EMEA) is an excellent employer that fosters a collaborative and innovative work culture, making it an ideal place for Data Scientists to thrive. Located in the vibrant city of London, employees benefit from a dynamic environment that encourages professional growth through continuous learning opportunities and exposure to cutting-edge analytics projects. With a focus on data-driven decision-making, Atrium empowers its team members to make meaningful contributions while enjoying a supportive atmosphere.
