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:

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

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

This role would suit candidates with experience in:

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

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