Client Services Representative – Investment Services (Contact Centre)

About the role

This 12‑month contract role is based in Manchester and involves providing specialist support to shareholders across multiple channels. You will work primarily on the phone, handling enquiries, executing trades and resolving issues while meeting strict productivity and quality standards.

Key responsibilities

• Serve as the first point of contact for shareholder enquiries via phone, email, web chat and written correspondence.
• Deliver high‑quality service in a fast‑paced environment, balancing live client interaction with independent case investigation.
• Execute telephone trades accurately in line with client instructions, regulatory requirements and documented procedures.
• Investigate and resolve discrepancies on shareholder accounts and statements, applying sound judgement and structured problem‑solving.
• Drive first‑point‑of‑contact resolution, escalating only when necessary while retaining ownership until closure.
• Manage daily open cases, ensuring timely follow‑up, accurate outcomes and a strong client experience.
• Adapt quickly to multiple management companies, processes, products and service expectations.
• Identify and suggest improvements to service delivery, efficiency and client experience.

Required profile

• Proven experience in a client service or contact‑centre environment.
• Comfort operating in a performance‑driven, regulated setting with clear standards.
• Ability to work independently, manage workload under pressure and make informed decisions.
• Strong written and verbal communication skills across multiple channels.
• Education to secondary school level with equivalent experience.

Required skills