Online Support Desk Representative

Rathbones provides individual investment and wealth management services for private clients, charities, trustees and professional partners. We have been trusted for generations to manage and preserve our clients’ wealth.

Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK’s most responsible wealth manager.

We see it as our responsibility to invest for everyone’s tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society and create a lasting legacy. Thinking, acting and investing responsibly.

Department: Client Online Support Desk

Location: Liverpool

Contract Type: Permanent

Working arrangement: Hybrid

Please note that this position will require working a Saturday 8AM – 1PM, approx. 1 in every 4

The Role

We have an exciting new opportunity within our Operations Division for a Support Desk Representative. There has never been a more exciting time to join us. As we continue our digital transformation journey, we’re looking for someone to be at the forefront of client support, resolving issues promptly and diligently and improving the experience for everyone. 

 As the Support Desk Representative, you’ll be passionate about people and have a natural flair for guiding clients towards solutions when they get stuck. In this role, clients will be both our valued customers and our fantastic colleagues. We’re looking for you to converse with confidence as you listen and resolve a range of system and ‘How do I’ queries and questions.  

 You’ll need to think quickly and understand how to resolve issues first time or know where to escalate for the timeliest resolution. Ideally, you’ll be very inquisitive and will be able to join the dots between what our clients are experiencing with knowledge of both our Client Lifecycle Management (CLM) and MyRathbones solution and the products and services we offer. 

You’ll be a trusted member of the team and will be relied upon by both the Manager and Specialists to provide insight and feedback to develop better ways of issue resolution. Continuous improvement is at the heart of all that we do. 

Outcomes of the Role

• Respond to client and colleague requests for assistance, guiding them with process, experience and system queries 
• Assist end-users by directing them to available supporting material or information to improve their experience and ability to self-serve in the future 
• Triage all client queries to ensure the best experience and resolution in a timely manner and escalate and articulate any significant issues to the appropriate owner including internal stakeholders and third parties as required 
• Ensure all issues are resolved through effective issue recording, tracking and communication 
• Ensure processes and policies are adhered to, upholding best risk management and compliance standards 
• Share feedback and continuously improve supporting documentation for client and colleague use 
• Document and highlight new issues and insights across the team to support knowledge and best practice sharing 
• Ensure that client experience is maintained, and feedback is recorded for continuous learning and improvement purposes 
• The service desk opening times will be from 8am-6pm Monday to Friday and Saturday 8am-1pm.  You will be expected to work Saturdays and some other out-of-hours working to support new product releases. 

Knowledge, Skills and Experience

• Good experience and a proven capability of using CLM systems
• Confident communication skills with ability to guide others on a journey 
• Excellent listening skills and ability to empathise with others 
• Genuine passion for client service, engagement and experience 
• Efficient problem solving and decision-making capabilities 
• Pattern and trend recognition in the flow of queries to support team improvement 
• Patience and resilience under pressure and effective time management skills 
• An appetite for learning and continuous improvement 
• Team player, and must be able to multi-task in a fast-paced environment
• Adaptable, flexible, and able to accept responsibility for given tasks

Having a background within Financial Services would be highly desirable, yet not essential, however a sound understanding and experience in delivering best-in-class customer experience along with a desire to improve the way we work, will be. If you are familiar with Client Lifecycle Management systems, even better! 

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 – those that are passionate about client service, operate with the highest levels of integrity and have a strong results focus.