At a Glance
- Tasks: Support clients through digital journeys and resolve complex queries with a professional touch.
- Company: Join Rathbones, a rewarding workplace focused on investing in your future.
- Benefits: Enjoy hybrid working, career progression, and a supportive team environment.
- Other info: Be part of a dynamic team 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.
A rewarding place to work. At Rathbones, we invest in everyone's tomorrow that includes our people. We are always looking for future talent, and we can help you build a rewarding career with clear paths to progression and the opportunity to share in the success of our business.
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.
What you'll be responsible for:
- 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.
- 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.
- 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 handle queries from across the business, including fund managers, assistants, and wider group stakeholders.
- Take ownership of operational and administrative processes.
- Ensure tasks are completed in line with team procedures, maintaining accuracy, consistency, and control.
- Support and contribute to project delivery.
- Work alongside Specialists and stakeholders on project activity, testing, and implementation, ensuring clear and proactive communication.
- Maintain and improve team procedures.
- Ensure documentation reflects current processes, regulatory requirements, and best practice, identifying opportunities for improvement.
- Lead on training and onboarding.
- Support the development of others through structured onboarding, coaching, and knowledge sharing, embedding service excellence standards.
- Maintain strong risk awareness and escalation.
- Understand key controls (including CASS where relevant), proactively escalating risks or issues to ensure appropriate oversight.
- Embed a continuous improvement mindset (Lean / 4+1).
- Actively contribute to visual management, team forums, and improvement initiatives, identifying and resolving inefficiencies within the desk.
- Take ownership of personal and team development.
- Stay up to date with regulatory changes, industry developments, and internal processes, proactively identifying and addressing skill gaps.
- Drive client experience improvements (CX/UX).
- Identify themes and friction points in client journeys, contributing to improvements that enhance efficiency and overall experience.
- Support change and system enhancements.
- Participate in User Acceptance Testing (UAT) and support the rollout of new systems, processes, and releases.
- Build strong stakeholder relationships.
- Develop and maintain effective working relationships across teams, acting as a reliable and collaborative partner.
- Maintain data integrity and governance standards.
- Ensure 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.
About you
- Provide expert frontline support.
- 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 so you can explain how they work in a simple way to clients and colleagues.
- Lead query triage and resolution standards.
- Take ownership of prioritising and triaging incoming demand, ensuring queries are directed, progressed, and resolved in line with service expectations.
- Lead on high quality issue management.
- Ensure all issues are accurately recorded, tracked, and progressed, helping to maintain a high standard of end-to-end resolution.
- 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.
- Support the smooth running of the desk by helping to prioritise workload, guide Representatives, and ensure focus on key tasks and service levels.
- Coach, train, and support team capability.
- Deliver onboarding and ongoing coaching for the team, supporting new processes, systems, and ways of working, and building confidence in handling more technical queries.
- Drive continuous improvement.
- Identify trends, recurring issues, and inefficiencies, using insight to recommend and implement 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.
- Act as a Subject Matter Expert (SME).
- Develop deep expertise in key systems, processes, or journeys, becoming a trusted point of contact for both the team and wider stakeholders.
- Create and maintain clear process and system documentation, improving team efficiency and enabling greater client and colleague self-service.
- Support change, testing, and product delivery.
- Work closely with Specialists and product teams to support testing, identifying issues, provide feedback, and embed new releases effectively into frontline operations.
- Champion knowledge sharing and best practice.
- Capture insights, document learnings, and actively share knowledge to raise team capability and consistency in service delivery.
- Maintain strong risk and compliance standards.
- Ensure all activities are carried out in line with internal policies and regulatory requirements, supporting a robust and controlled operating environment.
- Champion the client experience.
- Take accountability for ensuring a seamless, consistent, and high-quality experience for all users, capturing feedback and driving improvements where needed.
- Support flexible service delivery.
- Contribute to service coverage across core hours (8am-6pm).
Support Desk Senior Representative in Liverpool employer: Rathbones Group Plc
At Rathbones, we pride ourselves on being a rewarding employer that invests in the future of our people. Located in Liverpool, our hybrid work culture fosters collaboration and innovation, while offering clear paths for career progression and opportunities for personal development. Join us to be part of a team that values excellence, supports continuous improvement, and champions a seamless client experience.
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 Rathbones Group Plc. 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 Rathbones Group Plc 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 Rathbones Group Plc:Your cover letter is your chance to shine! Tell us why you want to work at Rathbones Group Plc 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 Rathbones Group Plc!
How to prepare for a job interview at Rathbones Group Plc
✨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.
