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