Specialist

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: Specialist - 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 Specialist. There has never been a more exciting time to join us as we continue our digital transformation journey.  We are looking for someone who will not only support in the resolving of our client’s issues, but someone who can identify trends and develop better solutions to improve the end-to-end experience for everyone. 

As the Support Desk Specialist, you will be passionate about people and have a natural flair for guiding clients, advisers and colleagues towards solutions when the need arises. We are looking for you to identify trends in the issues faced and develop and test new ways of working to improve the end-user experience. Through this you’ll also be focused on increasing the effectiveness of the team.  

Ideally, you will 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 trusted and relied upon by both the Manager and Representatives in the team to develop better ways for users to self-serve and to jump in to resolve client issues as needed. In this area, your verbal and written communication will need to be strong. 

We’re searching for someone who can ensure our processes are efficient and effective and our guidance is up to date. Ensuring the Support Desk is maximising every opportunity will be important and you’ll have insights and conversations with our third parties to ensure service level agreements are met and continuous improvement is at the heart of all that we do. 

Outcomes of the Role

• Support the Manager in overseeing teams’ controls and processes whilst ensuring the teams SLAs are met
• Be the escalation point to your Support Desk Representatives as well as providing support to your Manager and the wider business
• Look at ways to increase the desk service and effectiveness 
• Providing guidance and training on new initiatives to the service desk representatives
• To understand and simplify the technical aspects of the Client Lifecycle Management (CLM) solution and MyRathbones to enable effective communication and issue resolution between the desk and the end-user 
• Support clients and colleagues with process, experience and system issues, resolving their queries alongside Support Desk Representatives as and when needed 
• Assist end-users by directing them to available supporting material or information to improve their experience and ability to self-serve in the future 
• Review and monitor the CRM functionality, proactively identifying, resolving and escalating issues to Product Owner and Project Teams and supporting new system releases 
• Assess and identify trends in Support Desk management information and make implementable recommendations for operational improvement with the Support Desk Manager 
• Manage unresolved issues or queries with appropriate SMEs and detail resolution methods once solved 
• Develop process and system documentation to enable greater team efficiency and self-service proficiency 
• Own ideas for Support Desk improvement and test new ways of operating 
• 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

•  A strong knowledge and experience of improving client/colleague experience 
• An ability to analyse, understand and adapt to new information quickly 
• Effective decision-making abilities and ability to develop and apply best working practices 
• Excellent communication, listening and presentation skills, with the ability to influence a range of stakeholders 
• Strong problem-solving abilities with confidence to test new ways of working 
• Effective time management, balancing support of team, escalations, and reporting 
• Adaptive and comfortable with quick rate of change 

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.