Support Desk Senior Representative

Position: Support Desk Senior Representative

Division: Wealth Management Propositions & Client Care

Location: Liverpool, GB

Contract: Permanent

Working pattern: Hybrid

On the Online Support Desk, you will support clients and colleagues through digital client journeys, including DocuSign, CRM, and our online portal.

• Deliver a consistently high quality, professional service to clients, investment managers, advisers, and internal teams, acting as a trusted point of contact.
• Own service delivery standards and take accountability for meeting team SLAs and regulatory requirements, ensuring queries are handled efficiently, accurately, and with the right level of urgency.
• Act as a senior support and escalation point and provide guidance and support to team members, stepping in where needed to resolve complex queries and maintain service continuity.
• Manage and resolve a broad range of queries, confidently handling calls and communications from across the business.
• Take ownership of operational and administrative processes, ensuring tasks are completed in line with team procedures, maintaining accuracy, consistency, and control.
• Support and contribute to project delivery, working alongside specialists and stakeholders on project activity, testing, and implementation, ensuring clear and proactive communication.
• Maintain and improve team procedures, ensuring documentation reflects current processes, regulatory requirements, and best practice, identifying opportunities for improvement.
• Lead on training and onboarding, supporting the development of others through structured onboarding, coaching, and knowledge sharing, embedding service excellence standards.
• Maintain strong risk awareness and escalation, understanding key controls (including CASS where relevant) and proactively escalating risks or issues to ensure appropriate oversight.
• Embed a continuous improvement mindset (Lean / 4+1), actively contributing to visual management, team forums, and improvement initiatives, identifying and resolving inefficiencies within the desk.
• Take ownership of personal and team development, staying up to date with regulatory changes, industry developments, and internal processes, proactively identifying and addressing skill gaps.
• Drive client experience improvements (CX/UX), identifying themes and friction points in client journeys, contributing to improvements that enhance efficiency and overall experience.
• Support change and system enhancements, participating in user acceptance testing (UAT) and supporting the rollout of new systems, processes, and releases.
• Build strong stakeholder relationships, developing and maintaining effective working relationships across teams, acting as a reliable and collaborative partner.
• Maintain data integrity and governance standards, ensuring all activity aligns with group data governance requirements, with a strong focus on data quality and accuracy.
• Act with integrity and professionalism at all times, upholding conduct rules, maintaining confidentiality, fairness, and trust in all interactions.

• Act as a go to escalation point for complex client and colleague queries, resolving issues efficiently and confidently across systems, processes, and digital journeys.
• Build strong knowledge of key systems to explain how they work in a simple way to clients and colleagues.
• Lead query triage and resolution standards.
• Prioritise and triage incoming demand, ensuring queries are directed, progressed, and resolved in line with service expectations.
• Lead on high quality issue management, ensuring issues are accurately recorded, tracked, and progressed.
• Support the identification and investigation of system defects, working with specialists and SMEs to gather detail, track progress, and communicate outcomes.
• Act as a day to day leader within the team, supporting desk smooth operation, prioritising workload, guiding representatives, and ensuring focus on key tasks and service levels.
• Coach, train, and support team capability, delivering onboarding, ongoing coaching, and building confidence in handling more technical queries.
• Identify trends, recurring issues, and inefficiencies, recommending and implementing improvements to processes, documentation, and client journeys.
• Take ownership of improvement initiatives, testing and embedding new ways of working to enhance service efficiency and user experience.
• Develop deep expertise in key systems, processes, or journeys to become a trusted point of contact for the team and wider stakeholders.
• Create and maintain clear process and system documentation, improving team efficiency and enabling greater client and colleague self service.
• Work closely with specialists and product teams to support testing, provide feedback, and embed new releases effectively into frontline operations.
• Capture insights, document learnings, and actively share knowledge to raise team capability and consistency in service delivery.
• Ensure all activities are carried out in line with internal policies and regulatory requirements, supporting a robust and controlled operating environment.
• Take accountability for ensuring a seamless, consistent, and high quality experience for all users, capturing feedback and driving improvements where needed.
• Contribute to service coverage across core hours (8am-6pm).

We offer a comprehensive remuneration package and a range of benefits to support your well being and development.

• Company pension - 9% non contributory or 10% if you contribute 5%
• Private medical insurance - individual on joining, family after 1 year's service
• Life assurance - 8 salary
• Company share scheme
• Discretionary bonus
• Flexible holidays - purchase up to 5 additional days
• Green car scheme
• Family friendly policies - enhanced family leave for parents & carers
• Study support - study days and funding for courses and qualifications
• Season travel ticket loans
• Other voluntary benefits you can choose to suit you

We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values.

We are a Disability Confident Employer - level 2 under the UK Government scheme. If you require adjustments to apply for this role, please contact to let us know what adjustments you may need.