Job Description

Description

As a

Client Services Lead

, you will be responsible for the learning and professional development of our Client Service Executives, ensuring they are fully equipped to deliver an outstanding client experience on behalf of the Benchmark Financial Services Client Service Division.

You'll work closely with the

Client Services Director

, the

Client Services Management Team

, and the

Learning & Development Team

to align development initiatives with our broader strategic goals. Your focus will be on coaching, mentoring, skill development, performance management, and knowledge sharing -- all aimed at shaping a best-in-class service model that's fit for the future.

Our teams operate within

distributed, multi-skilled, cross-functional "pods"

, and you'll play a key role in embedding and evolving this way of working. This includes ensuring effective resource allocation and fostering a culture of continuous improvement.

What you'll do

Ensure Client Services Executives are proficient in their roles, up to date with best practices, and working cohesively as

one team

. Foster a strong sense of community and collaboration by encouraging knowledge sharing and a continuous improvement mindset. Partner with the

Client Services Service Manager

to embed new processes effectively across the team, while maintaining accountability for overall team performance against core KPIs. Set clear goals and objectives for all Client Services Executives that align with the broader Benchmark business strategy, and regularly review progress through structured performance discussions. Monitor and manage team performance proactively, taking timely action to address any areas requiring improvement. Lead the development and delivery of training initiatives within the department. Work closely with the central Learning & Development team to identify skills gaps and track the progress of upskilling efforts, enabling tailored training solutions. Contribute actively to management meetings, sharing insights and updates on team development, performance, and process improvements. Collaborate with the

Client Services Management Team

and the

Centralised Management Information Team

to identify gaps in MI and oversee initiatives to enhance reporting and data-driven decision-making. Work in close partnership with the

Paraplanning Lead

to ensure effective cross-functional collaboration, aligned messaging, and consistent communication across both teams. Champion a

'think customer'

culture throughout the department, ensuring client needs remain central to all activities and decisions.

The knowledge, experience and qualifications you need

Minimum of

5 GCSEs

, including

Maths and English Language

2 A-Levels

or equivalent qualifications

IOC qualified

(Investment Operations Certificate)
Ideally studying towards

IMC

,

ACII

, or a

Bachelor's degree

At least

3 years' experience

in an investment platform environment at

Senior Manager

or

Chapter Lead

level Strong attention to detail and high level of accuracy Ability to work both independently and collaboratively within a team Excellent written and verbal communication skills Exceptional numeracy and literacy capabilities Proficient in Microsoft Word, PowerPoint, and Excel Confident navigating the

Enable Platform

and

ServiceNow

systems IOC qualification is preferred; equivalent experience may be considered.

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 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.

About Benchmark Capital

Benchmark is one of the UK's leading financial planning businesses, aiming to help our clients realise aspirations and achieve peace of mind. We do this through our unique business model which provides supports to over 1000 financial planners through our technology led platform across our employed, self-employed and independent segments. The solutions are award-winning, enabled by proprietary technology covering regulatory, platform and investment services, all of which are designed to support advisers at every step of their journey - from starting their career, improving how they run productively and effectively, to accelerating its growth and ultimately thinking about succession planning.



We operate offices across the UK, and have rapid expansion plans, and are highly acquisitive having made over 50 acquisitions over the last few years. We also provide integrated solutions incorporating our own investment, pension, platform, technology and compliance services.



As a financial planning business, we help people realise their aspirations and achieve peace of mind, and therefore ensuring good client outcomes is central to decision making. Our regulatory requirement to achieve positive consumer outcomes and to treat client fairly are embedded within our organisation, and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.



As part of the

Schroders Plc Group

, and the Schroders Wealth Division, Benchmark sits within the UK largest listed asset manager with over 750bn of assets. Benchmark has the benefit of having a focussed business model with clear accountability with the benefits of being part of one of the UK's largest financial services businesses.

We're looking for the best, whoever they are

We know that diverse perspectives and an inclusive culture where all can succeed lead to better decisions and stronger outcomes for the company its clients and its employees. That's why inclusion and diversity are strategic priorities for us. We're proud to be an equal opportunities employer. You're welcome at Benchmark regardless of your age, disability, gender identity or expression, religious beliefs, sexual orientation, or socio-economic background. We're building a workplace where everyone feels respected, valued, and empowered to thrive.