Department: Customer Experience
Reports to: Client Services Team Leader
Main Location: Bath – Work your way: 3 days minimum in office, 5 days welcome
About us
At Wealthtime, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5- star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and
Simply Get Going—guide us on our journey.
With new ownership since 2021 and substantial investments of over £17m into the business, Wealthtime is on an exciting growth trajectory. Join our team of around 300 dedicated employees and become part of a company that is making waves in the industry.
About the role
The Client Services Executives team acts as a dedicated point of contact for Financial Advisers and Clients using the Wealthtime platform and are also the primary contact for the Wealthtime Regional Sales Managers (RSMs) and Business Development Managers (BDMs) dealing with a wide range of enquiries.
The aim of the team is to provide service excellence through the mediums of telephone, email, and other written correspondence.
Key Responsibilities:

• Demonstrate a strong and supportive customer centric culture, focused on the delivery of excellent customer outcomes for all advisers and investors, whilst meeting and adhering to our vulnerable customer policy
• To manage and resolve calls and emails from Financial Advisors, Clients, Sales Teams, and Third-Party Providers, ensuring that all queries are dealt with in line with service standards, procedures, and compliance guidelines
• Investigate and resolve complex queries/issues within service standards ensuring ownership through to completion.
• To maintain good working relationships with team members and colleagues across the business
• Recognise the importance of working together as a team to maximise department and company results, focusing on developing, implementing, and sharing best practices
• Where possible, to take an active role in team and business project meetings
• Ensure that the Consumer Duty principles are adhered to, supporting Customer Service improvement initiatives, raising any risks, near misses or areas for concern with either Line Manager or Compliance.
• Responsible for developing new processes and challenging existing ones, to maximise efficiency and accuracy.
• Responsible and accountable for own personal development - prepare and actively operate personal training/development plans.

You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.
About you (what we’re looking for)
Specialist Skills, Qualifications and Experience:
Essential:

• Previous Customer Services Experience
• Previous Telephony/administration experience
• PC Literate, experience of using Microsoft Office including Word, Excel, and Outlook.
• Good attention to detail.
• Excellent interpersonal and communication skills.
• Ability to work well individually and as part of a team.
• Ability to work well under pressure, and to tight deadlines.
• A proactive and self-motivated mindset, able to be solution focused when faced with challenges.
• Good organisational skills.

Desirable:

• Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.
• Previous telephony experience within the financial services industry.
• Previous Financial Services experience
• Wrap platform knowledge and/or experience
• SIPP, Drawdown, GIA, ISA and/or Offshore Bond knowledge.

Core Competencies

• Business Focus: The motivation and ability to apply good financial practice and company procedures at all times.
• Operational Excellence: Continually delivering and improving excellence for all clients and customers.
• Client and Customer Focus: Add value to client/customer, adhere to Treating Customers Fairly principles, and operate as a true business partner.
• Communication: Communicate clearly and concisely, tailoring content and style, with ability to make a positive impression on others.
• Expert Knowledge: Consistent application of professional or specialist knowledge and skills; takes opportunities to contribute to policy and best practice.
• Working with others: Working successfully with others and building a network of good relationships in order to achieve shared goals.
• Performance Focus: Demonstrate energy and enthusiasm, takes ownership, delivers results and improves personal performance.

Rewards and Benefits

• Competitive salary.
• Hybrid Working (split between home and office).
• Discretionary bonus each year.
• 34 days holiday per calendar year including bank holidays, with the option to purchase or sell up to 5 additional days per year.
• Wellbeing day to use at your discretion such as a birthday, moving house, pamper day.
• Supported and encouraged professional development.
• Private Medical scheme (single cover that can be increased to FULL Family).
• Income protection scheme.
• Life assurance scheme.
• Group contributory pension scheme.
• Interest free season ticket loans for travel costs.
• Wealthtime Foundation Day in support of charitable activities.
• We encourage internal progression at Wealhtime, with many of our employees going on to become Team Leaders, Managers, Subject Matter Experts and many more.
• We're proud of our company culture at Wealhtime. From rewards and incentives, remote team socials to fun quizzes, our friendly and welcoming teams at Wealhtime strive to make our office a great place to work.

Wealhtime is an equal opportunities employer who values a diverse and inclusive workplace. We recognise that people work in different ways, and we value alternative viewpoints, celebrate individuality, and foster a culture where everyone can bring their true self to work. We are committed to creating a diverse workforce. we accept applications from everyone regardless of your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities, and long-term health conditions.
Job Types: Full-time, Fixed term contract
Contract length: 11 months
Pay: £24,400.00-£28,400.00 per year
Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Gym membership
• Life insurance

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Bath: reliably commute or plan to relocate before starting work (required)

Experience:

• call centre: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person