Client Services Consultant

Description

Role is based in London

Third Financial is a leading provider of investment platform technology and outsourced operations to wealth managers, private banks and advisory firms. Our clients rely on us for the systems and services that sit at the heart of their business, and our Client Service team is the engine that keeps those services running smoothly every day.

As a Client Service Consultant, you will be the first point of contact for client issues, queries and day-to-day support needs. You will handle queries and investigate issues, manage tickets through to resolution, and keep clients informed and supported across the Platform and our outsourced investment operations.

This role sits at the front line supporting our clients, combining hands-on service delivery with strong ownership of issues, queries, change requests and client comms and expectation management. You will work closely with colleagues across Product, Technology and Operations to resolve issues quickly and prevent them from recurring, reporting directly into a Client Service Manager.

This role suits someone who is highly organised, calm under pressure and passionate about delivering outstanding client service, with the attention to detail to manage complex, recurring processes accurately.
Responsibilities

Client Support & Service Delivery

First-Line Client Support
Act as the primary contact for client issues, queries and day-to-day support needs, including query handling, issue investigation and user access. Generate reports and support system configuration changes such as fee setup, escalating where appropriate.

Ticket Management & Resolution
Triage and resolve client tickets, owning each through to completion and keeping clients updated throughout. Manage escalation to second and third line teams as appropriate, ensuring nothing falls through the cracks.

Day-to-Day Client Support
Own all monthly client processes, such as report generation, and collate information for annual due diligence activity. Manage routine client communications, including product releases and service updates.

Incident, Change & Service Management

Incident Management & Communication
Manage the flow of information during incidents, engaging the right teams and keeping clients updated at every stage. Co-ordinate the response through to resolution, ensuring clients receive clear and timely communication throughout.

Root-Cause Analysis & Prevention
Facilitate root-cause analysis and ensure follow-up actions are owned and completed. Drive continuous improvement to prevent repeat issues and strengthen service quality.

Change Request Management & Scheduling
Gather initial requirements and triage change requests, raising them for consideration at the product forum. Confirm estimates and prioritisation, and ensure timescales are agreed and shared with the client.

Service Monitoring & Risk Mitigation
Track SLAs, KPIs and service trends, identifying and mitigating service risks before they escalate. Maintain a proactive view of service health across your client portfolio.

Service Reporting & Governance
Manage service dashboards and prepare internal and external service reports on SLAs and service status. Prepare accurate monthly invoices and support service governance processes.

How success is measured
Success in this role is measured across five core metrics: First Response Time, First Contact Resolution, Average Handle Time, Pass-Through Rate and Client Satisfaction.

About you
You will thrive at Third Financial if you bring:

• Experience in a client services or client operations role, within wealth management, investment platforms or outsourced operations.
• A track record of delivering high-quality client support, with the ability to handle queries and incidents calmly and professionally.
• Familiarity with ticketing, SLAs and service management processes, with a structured approach to triage and escalation.
• Strong attention to detail, comfortable managing complex, recurring processes and configuration changes without losing accuracy.
• Confident communication skills, with the ability to keep clients informed and manage expectations during incidents and change.
• Good technical aptitude, comfortable navigating platform technology and supporting system configuration and reporting.
• Strong organisational skills and the ability to manage multiple priorities across a portfolio of clients
• A proactive, solutions-oriented mindset, focused on resolving issues quickly and preventing them from recurring.
• A genuine passion for delivering an outstanding client experience and a desire to grow within a high-performing team.

A little about us
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.
People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.