Contact Centre Client Services Representative

Client Services Representative – Investment Services – Contact Centre

Contract duration: 12 months

Location: Manchester (4 days onsite)

Pay: £25.11/hour (PAYE)

Key Responsibilities & Performance Expectations

• Act as the primary point of contact for shareholder enquiries across phone, email, web chat, and written correspondence.
• The role is predominantly phone‑based, with time split between live client interaction and independent case investigation.
• Deliver a consistently high‑quality service in a fast‑paced environment, managing client conversations confidently while working to demanding productivity and quality targets.
• Execute telephone trades accurately and efficiently, strictly in line with client instructions, regulatory requirements, and documented procedures.
• Handle both straightforward and complex shareholder queries, providing clear, confident technical support and taking ownership of issues through to resolution.
• Investigate discrepancies and errors on shareholder accounts and statements, applying sound judgement, attention to detail, and structured problem‑solving.
• Drive first‑point‑of‑contact resolution wherever possible, escalating only when required and retaining ownership until full closure.
• Proactively manage daily open cases, ensuring timely follow‑up, accurate outcomes, and strong client experience.
• Take full accountability for the quality, accuracy, and completion of all work, with performance measured across productivity, quality, and client outcomes.
• Operate effectively across multiple management companies, adapting quickly to different processes, products, and service expectations.
• Demonstrate a continuous improvement mindset, identifying opportunities to improve service delivery, efficiency, and client experience.

Experience & Capability

• Experience in a client service or contact centre environment is essential.
• Comfortable operating in a performance‑driven, regulated environment with clear standards and expectations.
• Confident working independently, managing workload under pressure, and making informed decisions.
• Strong written and verbal communication skills across multiple channels.
• Educated to secondary school level with equivalent experience.

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