Senior Client Service Executive in London

At Rathbones, we help people invest their money well, so they can live well. That means more than financial returns – it’s about helping people feel confident in their decisions and supported in their future. We don’t just manage money, we guide people through life’s big moments, helping them stay on track and focus on what matters most.

We’re proud to be one of the UK’s leading wealth managers, with over £109bn in assets under management and 20+ offices across the UK and Channel Islands. We’re a FTSE 250 company with national reach and a local feel – and we’re growing.

The Senior Client Service Executive (Senior CSE) will continue to undertake all existing Client Service Executive (CSE) responsibilities for their immediate Investment Management (IM) team, alongside some additional Senior CSE responsibilities to support their Team and the Client Service Managers. The role holder will work within a model which is managed centrally and embedded locally.

What you’ll be responsible for:

• Acts as an escalation point for team and takes the lead in problem solving through discussion with key stakeholders across the business.
• Challenges processes, suggesting process improvements, raises any issues collaboratively with desk/CSL/Stakeholders/peter group.
• Consistently delivers all KPI’s and Right First Time – leads the way for the wider team and shares best/good practice with others.
• Leads and advocates of client engagement model, sharing knowledge and driving best practice and consistent client outcomes.
• Undertake all existing CSE activity and responsibilities.
• Host regular meetings for Client Service Support staff within the Team, delivering business updates, and receiving queries/issues to investigate, feeding back resolutions.
• Where required, escalate concerns from the Front Office to the wider Senior CSE group as well as the Client Service Lead and Client Service Managers, and work collaboratively to resolve.
• Act as a first point of contact for Client Service Support staff within the Team, supporting other Team in times of absence.
• Utilise experience and maintain in depth knowledge of systems and processes in order to support IM teams within the Team.
• Champion process and system changes with Cloud colleagues and support the delivery of training for new and existing staff.
• Assist with the testing and implementation of system changes, supplying feedback where necessary using subject matter expert (SME) experience and knowledge of client requirements.
• Collate client feedback and work collaboratively with Operational teams to ensure that high levels of client service and processes are implemented.
• Champion and support the delivery of the Client Service Support development programme at Team level.
• Coach, support and develop new and existing Client Service Support staff within the Team, providing feedback to support the probation and appraisal processes.
• Monitor progress and coordinate any further training requirements.
• Oversee and manage client lifecycle processes for the Team, managing capacity and absence issues where required.

About you:

• Able to demonstrate a full understanding of the client life cycle processes.
• Teamwork and collaboration.
• Professionalism.
• Leadership.
• Communication.
• Critical thinking and problem solving.
• Time and priority management.
• Experience working as a CSE at Rathbones.
• Experience managing end-to-end client lifecycle processes.
• Knowledge of regulatory environment in which we operate.
• Understanding of the products and services Rathbones provide.

Our offer to you:

We want everyone at Rathbones to fulfil their potential, in an environment where you are proud to work and feel like you belong. We offer a comprehensive remuneration package, which we review regularly, and benefits include:

• A 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 x salary.
• Income protection – 75 % 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.
• Volunteering days.
• Gym discounts.
• Other voluntary benefits you can choose to suit you.

Our employees can choose to take part in various social groups and communities to support their wellbeing, growth, development and sense of community. These include: Sports & Social Committees, such as cricket, football, netball, running, yoga, quiz nights, charity bake sales and much more. Inclusion Networks that help us drive change within the organisation such as Gender Balance, Multicultural, Abilities Count, Pride, Social Mobility, Generations, Menopause Matters@Rathbones and Armed Forces. The NextGen IM Network, which brings together a community of trainees from across the UK, who are all at the early stages of their careers and offers development opportunities, exposure across the business as well as peer support and connection.

Life at Rathbones:

We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all. 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’re a Disability Confident Employer (level 2) under the UK Government scheme. This means we’ve signed up to a set of commitments around how we recruit, retain and develop people with disabilities.

If you require adjustments to apply for a role at Rathbones, please contact us via recruit@rathbones.com to let us know what adjustments you may need.

Mission:

We believe in playing the long game. That means building consistent results, earning trust and doing the right thing — for our clients, our colleagues and the communities we’re part of. Our values shape how we work:

• We aim high.
• We get it done.
• We show we care.
• We do the right thing.

These aren’t just words on a wall. They guide how we treat each other, how we make decisions and how we build relationships that last. We will close this advert once we have received enough applications for the next stage. Please submit your application as soon as possible to ensure you don’t miss out.