Customer Service Associate - (12-Month Fixed-Term Contract)
Description
The Customer Services Associate supports the day‑to‑day delivery of the Customer Services function and helps provide consistent, high‑quality outcomes for customers, financial advisers and third‑party providers. A Customer Services Associate will handle a wide range of queries, follows agreed processes and contributes to a positive client experience.
You will respond to queries across key areas including KYC and Due Diligence, SLA reporting, Client MI, transactions and issue resolution. The role requires clear communication, accurate work and the ability to take ownership of queries through to a satisfactory conclusion.
In addition, the Customer Services Associate will support essential system administration activities across Benchmark’s proprietary CRM and financial services platform, including Joiner, Mover and Leaver (JML) processes and access management for adviser and internal system users. This helps ensure appropriate system access, data integrity and compliance with regulatory and security requirements.
Key Responsibilities for a Customer Services Associate
- Be the first point of contact for financial advisers and clients, handling queries via phone, email, and case management.
- Communicate processes clearly and confidently in writing and verbally, including KYC, due diligence, SLA reporting, client transactions, and issue resolution.
- Take full ownership of queries and operational tasks, seeing them through to a satisfactory resolution within agreed service levels.
- Build and maintain a strong understanding of Benchmark’s financial services platform and associated systems to support accurate and effective query resolution.
- Carry out day‑to‑day system administration activities within Benchmark’s proprietary CRM and financial services platform, following agreed procedures and controls
- Support Joiner, Mover and Leaver (JML) processes, including the creation, amendment and removal of system access for advisers and other users, in line with policy and access management requirements.
- Ensure system access requests and updates are completed accurately, promptly and in accordance with regulatory, security and audit standards, maintaining appropriate records through case management tools.
- Follow documented procedures to deliver excellent client outcomes and meet regulatory and Consumer Duty standards.
- Investigate issues logically, source accurate information, and ensure the accuracy of data, system records and client information.
- Share feedback and insights with other teams to help improve processes, service quality and the overall client experience.
- Contribute actively to team meetings and continuous improvement initiatives
- Help maintain and improve customer satisfaction scores and performance against SLA targets.
Skills, Knowledge & Expertise a Customer Services Associate should have:
- Strong phone skills and confidence in handling a wide range of customer and adviser conversations, including more challenging queries.
- Good academic background, with a minimum of 5 GCSEs (including Maths and English) and 2 A Levels or equivalent.
- Eager to learn and develop in a fast-paced environment.
- High attention to detail and accuracy in all tasks, including data, system updates and record keeping.
- Ability to work independently and as part of a team, taking ownership of tasks through to completion.
- Excellent written and verbal communication skills, with the ability to explain processes clearly and confidently.
- Well‑organised, reliable and able to prioritise effectively to meet service levels and deadlines.
- Quick to build rapport and maintain positive working relationships with customers, advisers and internal teams.
What is in it for you:
- Hybrid Working
- 25 days holiday
- Pension – 8% Non-Contributory, plus up to 5% matched
- Life Assurance
- Private Medical Cover
- 35 hour working week
The Base
You'll be based at the Benchmark Head Office, within our Broadlands Business Campus near Horsham in West Sussex but will need to be present across our other offices, including the main Schroders headquarters in London. It has high standards and an international reputation, without being in the city: a big, countryside campus means life will feel a little different.
We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham’s main line train station
