Client Service Executive

The Function

The purpose of the Distribution team is to raise and retain assets under management (AUM) for Triple Point to help drive the growth of the business. We accomplish this by providing innovative financial solutions that support financial advisers in helping people with their financial goals. We aim to be a trusted partner and are committed to building relationships built on trust, transparency, and integrity.

The Team

The Client Service team sits within Distribution and plays a pivotal role in supporting both our external investors and internal sales colleagues. We are a team committed to delivering excellent service, ensuring retention and growth of Triple Point's assets under management, and helping investors feel confident and well supported throughout their journey with us.

Role Overview

The Client Service Executive builds on the foundations of the Analyst role, taking on a broader and more complex range of client and adviser support with greater autonomy. The role holder is a confident, established member of the team, trusted to manage day to day service delivery independently and to contribute directly to the retention and growth of Triple Point's assets under management.

As experience grows, the Executive begins to take on informal mentoring of Analysts, support with more complex or sensitive queries, and develop deeper product and regulatory knowledge. This prepares the role holder for progression into a Senior Client Service Executive position, where people leadership and ownership of a specific pillar within Client Service come into focus.

Reporting to a Senior Client Service Executive, the Client Service Executive plays an important part in maintaining consistent service quality across the team and in supporting the wider Distribution function.

Key Responsibilities

Client & Adviser Support

• Act as a confident and established point of contact for financial advisers and, increasingly, retail investors, handling a wider and more complex range of queries independently.
• Manage queries via shared mailboxes and phone lines, maintaining accurate, professional and timely responses that reflect Triple Point's brand and values.
• Build and maintain trusted relationships with advisers and investors through consistent, high quality engagement.
• Support the handling of more sensitive or complex service issues, escalating appropriately and contributing to complaints under the guidance of senior team members.
• Use client interactions to identify opportunities to strengthen processes, communications or the wider customer journey, and help put improvements into practice.

Team Support & Development

• Act as a point of reference for Client Service Analysts, sharing product and process knowledge and supporting their day to day development.
• Help onboard and guide new team members, modelling good practice in client handling and service delivery.
• Contribute to the coaching and quality checking of Analyst work as directed by senior team members.

Operational & Cross-Team Collaboration

• Work closely with Operations and other internal teams to support a smooth, accurate and joined-up end-to-end customer journey.
• Attend and contribute to sales team pod meetings for assigned regions, sharing client insight and representing Client Service.
• Take ownership of specific processes or areas of activity within the team as directed, supporting senior colleagues in driving improvements forward.

Systems, Data & Processes

• Maintain accurate and up-to-date records within Salesforce and other internal systems, supporting wider data quality.
• Process updates to adviser and investor information in line with controls and procedures.
• Take a lead role in maintaining and improving procedure documents, including for more complex administrative tasks.

Knowledge & Experience

Essential

• Experience in a Client Service role within investment management, asset management, wealth, platforms or a similar regulated environment
• Strong communication skills and a confident, professional telephone manner across a wide range of query types.
• High attention to detail and a strong commitment to accuracy, including under pressure.
• Developing working knowledge of UK retail alternative investments (VCT, EIS, BR) or other financial services products.
• Confident user of Salesforce and the Microsoft Office suite.
• Ability to manage multiple, competing priorities and meet deadlines with minimal supervision.
• CISI Introduction to Investment - Foundation Qualification held, or being worked towards.

Desirable

• Exposure to complaints handling processes.
• Experience supporting or informally mentoring more junior colleagues.
• An interest in progressing towards people leadership or process and pillar ownership.

Professional Development

Building on the Foundation Qualification completed at Analyst level, the role holder will be expected to work towards the CISI Investment Operations Certificate (or equivalent qualification) during this role, in preparation for progression to Senior Client Service Executive.

Competencies

• Client-Focused Communication: Communicates clearly and confidently, even on complex or sensitive issues.
• Ownership: Takes responsibility for queries and improvements, and sees them through.
• Accuracy Under Pressure: Keeps records and communications precise while juggling competing priorities.
• Collaboration: Works smoothly across teams and shares knowledge generously with junior colleagues.
• Curiosity & Improvement: Spots patterns in client work and acts to improve processes.

Why Join Us

• Be part of a forward thinking, growing and innovative company.
• Work with a talented and driven team in a collaborative and connected environment.
• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career progression.

Triple Point Values

At Triple Point there are five values we uphold as especially important in all our people. Read more on our website about how we embed our values to drive a high-performance culture.

·       Stay Curious

·       Be Generous

·       Take Thoughtful Action

·       Pull Together

·       Own It

 In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI Tools and is encouraged to explore how AI and automation can enhance their work.

Still considering applying...

You don’t need to tick every box to be considered. We know many people hold back from applying unless they meet every requirement, but potential and perspective matter just as much as experience. If this role resonates with you, we’d really encourage you to apply.