Client Support Executive in City of London

This is an exciting opportunity to join a growing Marketing team in a role that sits right at the heart of the client journey. You'll be the first point of contact for many new customers who have made an enquiry or recently engaged with the business through their website. Your role will be to understand their situation, what prompted them to get in touch, how they discovered the business and, most importantly, what they are looking for.

From there, you'll ensure each prospective client is guided towards the right adviser, service or location, creating a seamless and genuinely positive first experience. This is not a sales or call centre role; most communication is via email. It's about understanding and delivering an exceptional customer experience. You'll take real ownership of the journey from initial enquiry through to adviser allocation, ensuring customers feel valued, understood and confident that they are in the right hands.

The role sits within the Marketing team, giving you the opportunity to develop your career within Marketing over the long term. You'll also use customer feedback, enquiry trends and performance data to help the wider business understand what customers want and continually improve the client journey.

We're looking for someone who takes huge pride in customer experience - someone naturally curious about people, confident having conversations, highly organised and motivated by making every interaction a positive one.

Key Responsibilities

• Take ownership of new customer enquiries received centrally, responding promptly and professionally.
• Speak with prospective clients to understand their circumstances, requirements and what they are hoping to achieve.
• Understand how customers discovered the business and capture useful insight around their reasons for making contact.
• Identify the most appropriate adviser, service or location for each prospective client and ensure a smooth handover.
• Create an excellent first impression through professional, warm and engaging written and verbal communication.
• Take ownership of the customer journey from initial enquiry through to adviser allocation.
• Monitor adviser follow-up and service levels, identifying any issues that could negatively impact the customer experience.
• Gather and share customer feedback and insight with the wider Marketing team.
• Identify recurring enquiry themes and trends to help improve marketing campaigns, content, propositions and the overall customer journey.
• Work closely with Marketing, Advisers, Business Development and Operations to improve the end-to-end acquisition and onboarding experience.
• Support the development and optimisation of customer journeys, including opportunities to introduce existing customers to additional services where appropriate.
• Maintain accurate and up-to-date customer and prospect information within CRM systems.
• Support the use and development of CRM and customer engagement technology to improve communication, lead routing and customer journeys.
• Produce and contribute to reporting around enquiry volumes, sources, customer quality, conversion and adviser outcomes.
• Work with external digital marketing agencies, providing valuable feedback around the quality and characteristics of new enquiries.
• Use customer insight and performance data to help Marketing understand what is working and where improvements can be made.
• Contribute to continual improvements in processes, systems and reporting.
• Ensure all activity is carried out in line with FCA requirements, Treating Customers Fairly principles, internal governance and GDPR.

About You

You don't necessarily need to come from a traditional sales background. What matters most is your approach to customer experience.

You'll be someone who:

• Comes from a financial services background, maybe in a client support role.
• Takes genuine pride in delivering an outstanding customer experience.
• Is naturally personable, warm and confident when speaking with people.
• Is genuinely interested in understanding customers rather than simply processing enquiries.
• Is a great listener and asks the right questions to understand what someone needs.
• Can communicate professionally and confidently, both verbally and in writing.
• Is highly organised and comfortable managing multiple enquiries and priorities.
• Has excellent attention to detail and understands the importance of accurate customer information.

The Opportunity

This role offers much more than simply managing enquiries. You'll have a direct influence on how prospective clients experience the business from their very first interaction.

You'll gain exposure across Marketing, digital acquisition, CRM, customer insight and adviser relationships, giving you a broad understanding of how customers move through the business.

For the right person, this is an opportunity to build a long-term career within Marketing, developing your skills across customer experience, CRM, acquisition, insight and marketing operations as the function continues to grow.

Benefits:

• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Financial planning services
• Life insurance
• Private dental insurance
• Private medical insurance
• Profit sharing