Customer Support Manager, York

Aim and Purpose of the role:

To provide administrative support for Investment Managers & Directors whilst overseeing part of the admin team to ensure all work is picked up and dealt with in a timely manner.

Specific Duties:

Duties could include, but are not limited to the following:

• Processing new business/accounts and changes to existing business/accounts and maintaining accurate and up to date information;


• Working closely with various administration support departments to ensure accurate and timely records are kept for all clients; priority being to have processes in place to ensure account set up is accurate and meets client needs;


• Liaising with clients, providers, other third parties and other departments as required;


• Ensuring client fees are settled in a timely manner and monitoring department debtors list;


• Maintaining and updating client database;


• Accurate record keeping and data entry;


• Any other administrative tasks within the department as and when required;


• Filing of own completed work (using Papercloud Document Management System);


• General departmental filing when required;


• Undertake any additional duties as and when requested by the Line Manager/Director/Deputy Head of Customer Support;


• Providing cover for other colleagues and ensuring their workloads are kept up to date during any periods of absence/holiday;


• Assisting with recruitment of dept admin staff and ongoing processes and development, as required;


• Mentor/buddy for new starters;


• Updating and implementing changes to departmental admin procedures, as required;


• Monitoring teams workloads and allocating departmental tasks/post as required;


• Being vigilant with regards to possible potential fraud, compliance issues and complaints and ensuring any issues arising are dealt with promptly;


• Conducting/assisting with annual staff reviews for admin team, as required;


• Complete pre-onboarding checks for cases submitted to the Suitability team from across the firm;


• Amend fee tariffs for IM/Associates/Administrators across the firm;


• Complete daily reports for the back office team such as the ‘Nil Comm’ report and the ‘Fee code error’ report;


• Manage the admin team rota ensuring we have enough admin cover across the team.

Other Requirements:

• Articulate with good communication skills;


• Works well on own initiative;


• Ability to manage own, sometimes demanding, workload and excellent time management skills;


• Ability to remain calm and tactful when under pressure;


• High level of care and attention to detail even when working under pressure;


• Ability to work within a team;


• Flexible;


• Organized and passionate about providing quality support;


• Positive outlook and the ability to get on well with other people;


• A level (or equivalent) standard with GCSE pass in English & Maths;


• Computer literacy is essential; Proficient in Word, Excel (including writing formulas), Google Mail/Drive/Sheets/Word and Internet;


• Experience of Document Management System and document scanning an advantage;


• Financial Services administration background is essential; Investments background – advantageous.