At a Glance
- Tasks: Support clients through digital journeys and resolve complex queries with a professional touch.
- Company: Join a leading wealth management firm with a commitment to diversity and inclusion.
- Benefits: Enjoy flexible holidays, private medical insurance, and a generous pension scheme.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing client experiences and driving service improvements.
- Qualifications: Experience in client support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Position: Support Desk Senior Representative
Division: Wealth Management Propositions & Client Care
Location: Liverpool, GB
Contract: Permanent
Working pattern: Hybrid
About the Role
On the Online Support Desk, you will support clients and colleagues through digital client journeys, including DocuSign, CRM, and our online portal.
Responsibilities
- Deliver a consistently high-quality, professional service to clients, investment managers, advisers, and internal teams, acting as a trusted point of contact.
- Own service delivery standards and take accountability for meeting team SLAs and regulatory requirements, ensuring queries are handled efficiently, accurately, and with the right level of urgency.
- Act as a senior support and escalation point and provide guidance and support to team members, stepping in where needed to resolve complex queries and maintain service continuity.
- Manage and resolve a broad range of queries, confidently handling calls and communications from across the business.
- Take ownership of operational and administrative processes, ensuring tasks are completed in line with team procedures, maintaining accuracy, consistency, and control.
- Support and contribute to project delivery, working alongside specialists and stakeholders on project activity, testing, and implementation, ensuring clear and proactive communication.
- Maintain and improve team procedures, ensuring documentation reflects current processes, regulatory requirements, and best practice, identifying opportunities for improvement.
- Lead on training and onboarding, supporting the development of others through structured onboarding, coaching, and knowledge sharing, embedding service excellence standards.
- Maintain strong risk awareness and escalation, understanding key controls (including CASS where relevant) and proactively escalating risks or issues to ensure appropriate oversight.
- Embed a continuous improvement mindset (Lean / 4+1), actively contributing to visual management, team forums, and improvement initiatives, identifying and resolving inefficiencies within the desk.
- Take ownership of personal and team development, staying up to date with regulatory changes, industry developments, and internal processes, proactively identifying and addressing skill gaps.
- Drive client experience improvements (CX/UX), identifying themes and friction points in client journeys, contributing to improvements that enhance efficiency and overall experience.
- Support change and system enhancements, participating in user acceptance testing (UAT) and supporting the rollout of new systems, processes, and releases.
- Build strong stakeholder relationships, developing and maintaining effective working relationships across teams, acting as a reliable and collaborative partner.
- Maintain data integrity and governance standards, ensuring all activity aligns with group data governance requirements, with a strong focus on data quality and accuracy.
- Act with integrity and professionalism at all times, upholding conduct rules, maintaining confidentiality, fairness, and trust in all interactions.
Qualifications
- Act as a go-to escalation point for complex client and colleague queries, resolving issues efficiently and confidently across systems, processes, and digital journeys.
- Build strong knowledge of key systems to explain how they work in a simple way to clients and colleagues.
- Lead query triage and resolution standards.
- Prioritise and triage incoming demand, ensuring queries are directed, progressed, and resolved in line with service expectations.
- Lead on high quality issue management, ensuring issues are accurately recorded, tracked, and progressed.
- Support the identification and investigation of system defects, working with specialists and SMEs to gather detail, track progress, and communicate outcomes.
- Act as a day-to-day leader within the team, supporting desk smooth operation, prioritising workload, guiding representatives, and ensuring focus on key tasks and service levels.
- Coach, train, and support team capability, delivering onboarding, ongoing coaching, and building confidence in handling more technical queries.
- Identify trends, recurring issues, and inefficiencies, recommending and implementing improvements to processes, documentation, and client journeys.
- Take ownership of improvement initiatives, testing and embedding new ways of working to enhance service efficiency and user experience.
- Develop deep expertise in key systems, processes, or journeys to become a trusted point of contact for the team and wider stakeholders.
- Create and maintain clear process and system documentation, improving team efficiency and enabling greater client and colleague self-service.
- Work closely with specialists and product teams to support testing, provide feedback, and embed new releases effectively into frontline operations.
- Capture insights, document learnings, and actively share knowledge to raise team capability and consistency in service delivery.
- Ensure all activities are carried out in line with internal policies and regulatory requirements, supporting a robust and controlled operating environment.
- Take accountability for ensuring a seamless, consistent, and high-quality experience for all users, capturing feedback and driving improvements where needed.
- Contribute to service coverage across core hours (8am–6pm).
Our Offer
We offer a comprehensive remuneration package and a range of benefits to support your well-being and development.
- Company pension – 9% non-contributory or 10% if you contribute 5%
- Private medical insurance – individual on joining, family after 1 year’s service
- Life assurance – 8 × salary
- Company share scheme
- Discretionary bonus
- Flexible holidays – purchase up to 5 additional days
- Green car scheme
- Family-friendly policies – enhanced family leave for parents & carers
- Study support – study days and funding for courses and qualifications
- Season travel ticket loans
- Other voluntary benefits you can choose to suit you
We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values. We are a Disability Confident Employer – level 2 under the UK Government scheme. If you require adjustments to apply for this role, please contact recruit@rathbones.com to let us know what adjustments you may need.
Support Desk Senior Representative in Liverpool employer: Rathbone Brothers
At Rathbones, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture in the heart of Liverpool. Our commitment to employee growth is evident through comprehensive training programmes, flexible working arrangements, and a robust benefits package that includes private medical insurance and a generous pension scheme. Join us to be part of a dynamic team dedicated to delivering excellence in client care while enjoying a fulfilling career with ample opportunities for personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Senior Representative in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rathbone Brothers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rathbone Brothers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Desk Senior Representative in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rathbone Brothers:Your cover letter is your chance to shine! Tell us why you want to work at Rathbone Brothers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rathbone Brothers!
How to prepare for a job interview at Rathbone Brothers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
