Job Description:

Location: Manchester (4 days per week onsite)
Contract: 12 Months
Pay Rate: £21.83 per hour

We are seeking motivated and customer-focused individuals to join a leading Investment Services team as a Client Services Representative. This role offers the opportunity to build a career within a professional, regulated environment while delivering high-quality support to clients and shareholders.

You will be the first point of contact for a wide range of client enquiries, helping to resolve issues, provide guidance, and deliver an excellent customer experience. This is a fast-paced role that requires strong communication skills, attention to detail, and a proactive approach to problem-solving.

We welcome applications from individuals with customer service experience across a range of sectors. Experience within Financial Services, Banking, Investments, Insurance, Pensions, or another regulated environment would be advantageous but is not essential. We are equally interested in individuals who demonstrate a strong work ethic, a willingness to learn, and the ability to thrive in a professional client-facing environment.

• Respond to client and shareholder enquiries via telephone, email, web chat, and written correspondence.
• Deliver a high standard of customer service while working within service and quality expectations.
• Handle account-related queries and investigate issues through to resolution.
• Accurately process client instructions in line with regulatory requirements and established procedures.
• Manage both straightforward and complex enquiries, taking ownership from initial contact through to completion.
• Maintain accurate records and documentation.
• Prioritise and manage workloads effectively to ensure timely client outcomes.
• Escalate matters appropriately while retaining responsibility for follow-up and resolution.
• Contribute to continuous improvement initiatives that enhance service quality and efficiency.
• Work collaboratively with colleagues across the business to support client and operational objectives.

We are looking for individuals who:

• Have previous experience in a customer service, client service, contact centre, or customer support environment.
• Communicate confidently and professionally, both verbally and in writing.
• Enjoy helping customers and take pride in delivering excellent service.
• Demonstrate strong problem-solving skills and attention to detail.
• Can manage multiple priorities in a structured and organised manner.
• Are comfortable working in a performance-focused environment with defined service standards.
• Show initiative, accountability, and a positive attitude towards learning.
• Are adaptable and able to absorb new information quickly.
• Have experience working within Financial Services, Banking, Investments, Insurance, Pensions, or another regulated environment (desirable but not essential).

Success in this role is not solely determined by industry experience. We are particularly interested in individuals who demonstrate:

• A genuine interest in building a career within a professional services environment.
• Strong customer service skills and a customer-first mindset.
• Resilience and professionalism when handling complex enquiries.
• The ability to learn new products, processes, and systems quickly.
• A positive, proactive, and solutions-focused approach.

Pontoon Solutions is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Please note: Any offer of employment will be subject to the appropriate right-to-work, referencing, and background screening requirements relevant to the position.