At a Glance
- Tasks: Own the online client experience and support advisers with digital queries.
- Company: Join a certified B Corp known for its commitment to responsible investment.
- Benefits: Competitive salary, comprehensive benefits, and growth opportunities in a collaborative environment.
- Other info: Access to AI tools to enhance your work and decision-making.
- Why this job: Be part of a dynamic team making a real impact in financial services.
- Qualifications: Strong communication skills and experience in customer service or client-facing roles.
The predicted salary is between 44100 - 53900 £ per year.
Since 2004, we’ve been bringing investment ideas to life and connecting capital with the right people and opportunities.
Today, we manage more than £2.5 billion for a broad range of investors across five key investment strategies: Private Credit, Social Housing, Clean Heat, Energy and Venture.
These strategies underpin the innovative range of investments we offer to both private (retail) and institutional clients.
There are 230+ employees at Triple Point, all committed to leaving the world demonstrably better than we found it.
That’s why we’re a certified B Corp, signed up to the Principles for Responsible Investment, and were named one of the Sunday Times ‘Best Places to Work’ for 2025/2026
If this high performing culture sounds like an environment where you would flourish, then read on…
The Function & Team
The Client Service team sits within Distribution and plays a pivotal role in supporting both our external investors and internal sales colleagues.
We are a team of nine, committed to delivering excellent service, ensuring retention and growth of Triple Point’s assets under management, and helping investors feel confident and well supported throughout their journey with us.
The Function
The purpose of the Distribution team is to raise and retain assets under management (AUM) for Triple Point to help drive the growth of the business.
We accomplish this by providing innovative financial solutions that support financial advisers in helping people with their financial goals.
We aim to be a trusted partner and are committed to building relationships built on trust, transparency, and integrity.
The Team
The Client Service team sits within Distribution and plays a pivotal role in supporting our external clients and internal colleagues.
We are committed to delivering excellent service, ensuring retention and growth of Triple Point’s assets under management, and helping investors, advisers and their support staff feel confident and well-supported throughout their journey with us.
Key Responsibilities
Role Purpose
This role exists to own the online client experience across Triple Point’s portals and digital touchpoints.
The Client Service Analyst is the go-to person for advisers, paraplanners, support staff and investors navigating our online platforms: activating access, resolving queries, and making the digital journey as smooth and frustration-free as possible.
This is a fast-paced, relationship-driven role.
The person in it will be known across Distribution as the first call when something isn’t working, and they’ll take pride in turning things around quickly.
- Portal & Digital Support
- Own the end-to-end portal experience for advisers, paraplanners, support staff and investors - including activations, access queries, document location and account navigation.
- Handle all portal-related queries with a target turnaround of 24 hours.
- Act as the primary liaison between the Client Service team and the Digital & Technology (D&T) team - triaging issues, escalating bugs, and tracking resolution.
- Build and maintain a library of clear, one-page process guides in collaboration with D&T - giving clients and internal colleagues quick-reference fixes for common issues.
- Spot and log patterns in recurring queries, errors or portal difficulties, feeding trends back to D&T and the wider team to drive continuous improvement.
- Recognise when a query or issue requires senior input and elevate promptly to the Client Service Manager - developing good judgement around when to act independently and when to involve others is a key part of the role.
- Be a visible, approachable and well-known point of contact within Distribution for all things digital and portal-related.
- Pick up the phone. Respond proactively rather than purely by email - building real relationships with the advisers and support staff who rely on our portals daily.
- Handle investor queries calmly and professionally, including sensitive or complex situations, always reflecting Triple Point’s values.
- Operational Collaboration
- Work closely with D&T, Operations and the wider Client Service team to ensure issues are resolved end-to-end, not just acknowledged.
- Attend relevant team meetings to share portal insights and flag emerging themes.
- Maintain accurate records of queries, resolutions and escalations in Salesforce and other internal systems.
Experience
- Strong communication skills - written, verbal and on the phone. Comfortable picking up the phone rather than defaulting to email.
- A calm, considered approach under pressure - this role moves quickly and priorities shift.
- Excellent time management and a genuine sense of urgency; able to manage multiple open queries without losing track.
- A natural relationship-builder - able to become a trusted, known face to advisers and distribution colleagues.
- High attention to detail; accurate and thorough in everything they record and communicate.
- Comfortable engaging directly with investors.
- Experience in customer service, financial services or a client-facing operational role.
- Exposure to portals, digital platforms or online client journey management.
- Familiarity with CRM systems such as Salesforce.
Why Join us?
- You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
- Be part of a growing and innovative team
- We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.
At Triple Point, high performance means living our values every day
Stay Curious.
Be Generous.
Take Thoughtful Action.
Pull Together.
Own It.
In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools.
We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement.
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Client Service Analyst – (12 Months FTC) employer: Triple Point
Triple Point is an exceptional employer located in London, offering a dynamic and collaborative work environment where innovation thrives. As a certified B Corp, we prioritise responsible investment and employee well-being, providing a comprehensive benefits package, hybrid working options, and ample opportunities for professional growth. Join us to be part of a team that values thoughtful action and continuous improvement, ensuring every employee can contribute meaningfully to our mission of leaving the world better than we found it.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Analyst – (12 Months FTC)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Triple Point.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Triple Point. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Client Service Analyst – (12 Months FTC)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Triple Point.
How to prepare for a job interview at Triple Point
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Triple Point's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Triple Point offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
