Platform Customer Services Associate

  • Location


  • Sector:

    Financial Planning, Financial Services, Wealth Management

  • Job type:


  • Salary:

    £25000 - £30000 per annum + Bonus & Benefits

  • Contact:

    Thomas Williams

  • Contact email:

  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


  • Consultant:


MB Fitzgerald is currently working with a highly regarded Investment Management organisation to recruit for a Platform Customer Services Associate. This role will be to work within the investment platform team.

Purpose of the role

  • To provide front line telephone servicing and support to the platform clients. The role involves extensive direct telephone and email contact with Financial Planners, Paraplanners and Wealth Managers (Intermediaries). The role is about developing strong relationships built on outstanding service for all and any queries that our clients and their client dealings with the platform.


  • Efficiently and effectively answering telephone and email queries from Intermediaries, escalating in a minority of cases as appropriate
  • Ensuring all calls are answered in a timely manner and dealt with appropriately managing the caller's expectations where necessary
  • Analysing queries, researching and providing solutions using knowledge of the systems and processes
  • Servicing assigned intermediary firms in a pooled account service model taking responsibility for specific tasks which are scheduled on a rota basis
  • Taking responsibility to ensure all client and intermediary communication is accurate, appropriate and delivered at the right time, including emails, letters and platform updates
  • Liaising closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels

Skills Required

  • Excellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries
  • Ability to build relationship and rapport building skills in order to rapidly establish a high level of trust with wealth managers
  • Managing client expectations of the outcome of the telephone requests
  • Demonstrate a high level of ownership, competence, reliability and responsiveness
  • Planning and organising skills to maximise the efficiency of operation and service, including prioritising appropriately

Knowledge Required

  • Knowledge of the UK platform market, including the regulatory environment
  • Knowledge of platform administration, including tax wrappers
  • Experience of retail investments and investment management (including operational knowledge) would be advantageous
  • Understanding of the advice process and advisory market in the UK
  • Relevant regulation and policy knowledge
  • Excellent working knowledge of e-business, especially in applications to Financial Advisers