At a Glance
- Tasks: Assist clients with queries and manage their accounts through various channels.
- Company: Join TrinityBridge, a leading UK Wealth Manager with a focus on client relationships.
- Benefits: Enjoy flexible working options, inclusive benefits, and opportunities for personal growth.
- Other info: Diverse and inclusive workplace committed to equality and accessibility.
- Why this job: Be part of a friendly team delivering exceptional customer service and making a real impact.
- Qualifications: Passion for customer service, strong communication skills, and a proactive attitude.
The predicted salary is between 20700 - 25300 £ per year.
Role overview
As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts. Working as part of an energetic, professional and friendly team who predominantly provide dedicated support to Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions. You will be expected to deliver first class customer service at all times. This role requires shift work Monday to Friday, between the hours of 8am and 6pm.
Key responsibilities
- Inbound and outbound client contact; email, online messaging and post
- Ensuring enquiries and requests are actioned and responded to within set SLAs
- Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
- Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
- Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
- Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
- General ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
- Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
- Making suggestions on services to improve consistency, quality and efficiency
- Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
- Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need
- Manage your workload and day to ensure SLA's are achieved
- Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible
Regulatory responsibilities | Compliance/T&C
- Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
- Assist management by proactively making decisions and escalating any problems in a timely manner to avoid complaints and help the early resolution of potential issues
- Liaise with Compliance on the resolution of complaints to ensure responses are logged and resolved within necessary SLAs
- Report any breaches to the Investor Support Team Manager
- Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management and taking accountability for outcomes for clients.
About you | Qualifications, skills and strengths
- A passion for delivering exceptional customer service
- An enthusiastic and self-motivated team player
- Excellent verbal and written communication skills
- Keen eye for detail
- Detailed record keeping and reporting capability
- Proactive, able to multi-task and manage a varied workload
- Demonstration of initiative
- Experience in a customer facing role
- An understanding of savings and investments is desirable
At TrinityBridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role. To avoid any ambiguity around fees, please note that speculative CVs received by TrinityBridge, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.
Company Overview
At TrinityBridge we are all connected by our mission to be leading UK Wealth Manager, growing trusted client relationships that last for generations. We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments. We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients. Sustainability is fundamental to our purpose, and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
We offer a wide range of inclusive benefits that provides our people with all the support they need to find a healthy balance in all aspects of their lives. We also invest in the growth of our people providing a sense of belonging and team spirit and the ability to thrive. We recruit people from all backgrounds and are open to discussing all types of flexible working options, helping our people to balance work and home life and make practical choices for wellbeing while delivering impact where it matters, all of which contributes to our exceptional client experience.
We are committed to ensuring our recruitment process is accessible to everyone. We make adjustments for people who have a disability or long-term condition so, if you need a job description or application form in an alternative format, or would like to discuss the recruitment process with us, please get in touch at TalentAcquisition@trinitybridge.com.
Equal Opportunities
As an employer, TrinityBridge is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employee’s or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.
Customer Support Executive in Northwich employer: TrinityBridge
At TrinityBridge, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values diversity and promotes employee growth. Located in Northwich, our team enjoys flexible working options, a strong sense of community, and a commitment to sustainability, ensuring that every employee can thrive both personally and professionally while contributing to meaningful client relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Northwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TrinityBridge. 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 TrinityBridge 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 Customer Support Executive in Northwich
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 TrinityBridge:Your cover letter is your chance to shine! Tell us why you want to work at TrinityBridge 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 TrinityBridge!
How to prepare for a job interview at TrinityBridge
✨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.
