Purpose of role

Ascot Lloyd, a leading UK wealth management firm, is seeking a highly motivated and detail-orientated individual to join our dynamic Platform Operations Team as a Phone and Freshdesk Ticketing System Operative. The role will also encompass transfer chasing activity to facilitate the on-boarding of new platform assets. A successful candidate will have effective communication skills and ensuring timely resolution and maintaining a high level of customer satisfaction. This position requires a proactive individual who is dedicated to staying informed about the Ascot Lloyd investment platform and related processes within the organisation.

Key Responsibilities

Incoming Call Management:

• Answer and manage incoming calls related to the Ascot Lloyd Platform
• Provide excellent customer service by addressing inquiries, resolving issues and guiding users effectively.

Freshdesk Ticketing System:

• Effectively handle tickets created through the Freshdesk system, adhering to SLAs for resolution.
• Categorise and prioritise tickets based on urgency and importance.
• Work collaboratively with other team members to ensure a cohesive and streamlined ticket resolution process.

Transfer Chasing Activity:

• Monitoring incoming transfer activity to the Ascot Lloyd Platform and proactively work with both our platform technology partner and ceding parties to facilitate timely transfer completion, feeding into good client outcomes.

User Knowledge Management:

• Stay up to date with the Ascot Lloyd Platform’s features, updates and functionalities.
• Continuously enhance platform knowledge to provide accurate and timely assistance to users.
• Actively seek opportunities for professional development to stay abreast of industry trends and best practices.

Cross-functional Collaboration:

• Strive to learn about related processes within the organization to broaden understanding and problem solving capabilities.
• Collaborate with various departments to resolve complex issues that may require cross-functional expertise.

Documentation:

• Maintain accurate and up to date documentation related to common user queries and issue resolutions.
• Contribute to the development of FAQs and Knowledge Base articles for internal and external use.

Experience / Skills Required

• Minimum 1–2 years’ experience within a financial services operations or client servicing role 
• Strong understanding of working within a regulated environment, including FCA and GDPR requirements 
• Experience handling client and adviser queries, with a focus on delivering positive customer outcomes 
• Proficiency in CRM and financial platform systems 
• Strong communication and interpersonal skills, with the ability to build effective working relationships 
• Demonstrated problem-solving skills and sound decision-making capability 
• Ability to manage workload effectively, prioritise tasks, and consistently meet SLAs 
• Strong organisational skills, with the ability to manage multiple tasks in a fast-paced and evolving environment while maintaining accuracy 
• Flexible and adaptable approach to changing team priorities, processes, and business requirements