Client area

We are recruiting a Client Service Administrator to join us in either Wolverhampton or Birmingham.

Reports to:

Post Room & Reception Manager


Wolverhampton or Birmingham

Hours of work:

35 hours each week

Purpose of role

To provide a high level of Admin support to the Client Servicing Team. Ensuring client requests are processed in an efficient and professional manner, in line with Ascot Lloyd procedures. Making sure regulatory requirements are adhered to at all times, such as, Treating Customers Fairly (TCF) and GDPR to ensure the best outcome for clients.

Key Responsibilities

  • To post client documentation to the client or product providers as appropriate
  • To issue client letters to providers and obtain the relevant information
  • To accurately maintain client personal details and policy information on Intelliflo Office enabling ease of ongoing client communication and meeting GDPR requirements
  • Deal with and respond to written, telephone and electronic general enquiries for IFAs, colleagues, clients and providers
  • Provide clients with timely and accurate information where required
  • Maintaining relationships and contacts with providers to ensure a professional service
  • Deal with any resulting fee and commission queries
  • To operate and manage an effective diary within Intelliflo Office to ensure that all activities are planned for and carried out in a timely manner
  • To ensure that Managers are informed of any client related events and issues in a timely manner
  • To provide cover and carry out duties for other Client Service Administrators in the team, in their absence.
  • Answering the telephones in a professional manner, conforming to Company standards
  • To be responsible for the opening, scanning and distributing the post, working within the company timescales
  • Ensuring all scanning of hard copy files is completed accurately /readable
  • Shredding documents as and when required
  • To report any compliance issues or suspected compliance breaches to the Compliance Manager as soon as they are made aware of them
  • To operate within and conform to the Company‚Äôs existing and continually developing operating systems and procedures, and contribute to their further development where required, through participation in Procedural Workgroups.

Key Responsibilities continued:

  • Projects - carry out projects as required by the business which may include the following key areas
    -  Intelliflo Office
    -  Platforms / Providers
    -  General operations
  • Ensure effective storage of all client documentation in line with GDPR
  • Ensure you operate within the AML requirements
  • Liaising with key stakeholders
  • To carry out any other reasonable duties as requested by line management or directors

SM&CR Responsibilities

As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.

Individual Conduct Rules

  1. You must act with integrity
  2. You must act with due care, skill and diligence
  3. You must be open and co-operative with the FCA, PRA and other regulators
  4. You must pay due regard to the interests of customers and treat them fairly
  5. You must observe proper standards of market conduct

Experience / Skills Required

  • Computer literate in Microsoft Office and other applications
  • Excellent communication skills both written and verbal
  • Client centric in approach
  • Organised and highly motivated
  • Good attention to detail
  • Accurate data entry and record keeping skills
  • Drive and ability to plan, prioritise and manage workloads
  • Enthusiastic, positive and confident telephone manner
  • Client confidentiality
  • Ability to follow processes and procedures in a compliant manner

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