Job Description

Description

As a

Customer Service Associate

, you will be the first point of contact for financial advisers and end consumers, providing exceptional service and support across our platform and investment solutions. You will handle queries via phone, email, and case management, ensuring timely and accurate resolutions while maintaining high standards of client care.

What you'll do

Act as the first point of contact for adviser and client queries via phone, email, and case management. Understand and confidently articulate processes related to KYC, due diligence, SLA reporting, client MI, and issue resolution. Take ownership of queries through to satisfactory resolution. Gain and maintain a strong understanding of financial platforms and market trends. Review data for accuracy and provide proactive feedback to improve client outcomes. Contribute to team meetings and support continuous improvement initiatives. Maintain and improve customer satisfaction scores against targeted SLAs.

The knowledge, experience and qualifications you need

Excellent phone manner and ability to handle challenging calls. Strong communication skills (written and verbal) and ability to build rapport quickly. Organised, detail-oriented, and able to prioritise effectively in a fast-paced environment. Minimum 5 GCSEs including Maths and English, and 2 A-Levels (or equivalent). Confident user of Microsoft Word and Excel.

Desirable:

Financial services industry experience. Familiarity with CRM systems (Salesforce desirable).

Personal Attributes:

Self-starter with enthusiasm and positivity. Adaptable communicator who embraces change. Promoter of Consumer Duty and Treating Customers Fairly principles. Ability to suggest process improvements and work collaboratively.

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.