Client Services Representative

Client Services Representative - Transfer Agency / Investment Services

Manchester 12-month contract PAYE

This is a contact centre role within a regulated financial services environment, supporting shareholder enquiries and investment services activity.

Role details

Job Title: Client Services Representative - Transfer Agency / Investment Services

Location: Manchester

Working pattern: Hybrid - 4 days onsite per week

Contract: 12 months initial

Rate:£25.11 per hour including holiday pay / £21.83 PAYE per hour

Hours: Shift pattern between 8:30am - 6:00pm

Training: Structured 4-week Transfer Agency training programme

Important to note

This is a predominantly phone-based contact centre role.

You must be comfortable with:

• Handling a high volume of shareholder/client calls
• Working across phone, email, webchat and written correspondence
• Working 4 days per week onsite in Manchester
• Shift patterns between 8:30am and 6:00pm
• A rota-based working pattern, including a rotating WFH day
• Working to quality, productivity and client outcome targets
• Completing a detailed 4-week training programme

Once experienced, there may be some off-call casework, but the role should still be viewed as a call-centre-led client services position.

What you'll be doing

You'll act as a first point of contact for shareholder enquiries, supporting clients with account queries, trade-related requests, case investigations and issue resolution.

Responsibilities include:

• Handling shareholder enquiries across phone, email, webchat and written correspondence
• Executing telephone trades in line with client instructions and procedures
• Investigating account and statement discrepancies
• Managing open cases through to resolution
• Providing clear, confident and professional client support
• Working across multiple management companies and processes
• Escalating issues where required while maintaining ownership
• Delivering accurate work in a regulated, target-driven environment

Ideal background

This role would suit candidates with experience in:

• Contact centre / call centre
• Financial services customer support
• Banking customer service
• Investment platform client services
• Shareholder services
• Transfer agency
• Pensions / wealth / insurance customer support
• Regulated case handling
• Payments or account servicing

Key requirements

• Previous client service or contact centre experience
• Comfortable in a phone-based role
• Strong written and verbal communication skills
• Good attention to detail
• Able to work under pressure and meet targets
• Comfortable working in a regulated environment
• Able to work 4 days onsite in Manchester
• Open to a 12-month contract