Support Desk Senior Representative

Role Title: Support Desk Senior Representative

Division: Wealth Management Propositions & Client Care

Location: Liverpool

Contract: Permanent

Working pattern: Hybrid

About the Role

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

What you’ll be responsible for

As a Senior Online Support Desk Representative, you will:

• 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
  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
  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 handle queries from across the business, including fund managers, assistants, and wider group stakeholders
• Take ownership of operational and administrative processes
  Ensure tasks are completed in line with team procedures, maintaining accuracy, consistency, and control
• Support and contribute to project delivery
  Work alongside Specialists and stakeholders on project activity, testing, and implementation, ensuring clear and proactive communication
• Maintain and improve team procedures
  Ensure documentation reflects current processes, regulatory requirements, and best practice, identifying opportunities for improvement
• Lead on training and onboarding
  Support the development of others through structured onboarding, coaching, and knowledge sharing, embedding service excellence standards
• Maintain strong risk awareness and escalation
  Understand key controls (including CASS where relevant), proactively escalating risks or issues to ensure appropriate oversight
• Embed a continuous improvement mindset (Lean / 4+1)
  Actively contribute to visual management, team forums, and improvement initiatives, identifying and resolving inefficiencies within the desk
• Take ownership of personal and team development
  Stay up to date with regulatory changes, industry developments, and internal processes, proactively identifying and addressing skill gaps
• Drive client experience improvements (CX/UX)
  Identify themes and friction points in client journeys, contributing to improvements that enhance efficiency and overall experience
• Support change and system enhancements
  Participate in User Acceptance Testing (UAT) and support the rollout of new systems, processes, and releases
• Build strong stakeholder relationships
  Develop and maintain effective working relationships across teams, acting as a reliable and collaborative partner
• Maintain data integrity and governance standards
  Ensure 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
  Uphold conduct rules, maintaining confidentiality, fairness, and trust in all interactions

About you

Provide expert frontline support

• 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 so you can explain how they work in a simple way to clients and colleagues.
• Lead query triage and resolution standards
• Take ownership of prioritising and triaging incoming demand, ensuring queries are directed, progressed, and resolved in line with service expectations

Lead on high quality issue management

• Ensure all issues are accurately recorded, tracked, and progressed, helping to maintain a high standard of end-to-end resolution.
• 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

• Support the smooth running of the desk by helping to prioritise workload, guide Representatives, and ensure focus on key tasks and service levels.

Coach, train, and support team capability

• Deliver onboarding and ongoing coaching for the team, supporting new processes, systems, and ways of working, and building confidence in handling more technical queries.

Drive continuous improvement

• Identify trends, recurring issues, and inefficiencies, using insight to recommend and implement 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.

Act as a Subject Matter Expert (SME)

• Develop deep expertise in key systems, processes, or journeys, becoming a trusted point of contact for both the team and wider stakeholders.
• Create and maintain clear process and system documentation, improving team efficiency and enabling greater client and colleague self-service.

Support change, testing, and product delivery

• Work closely with Specialists and product teams to support testing, identifying issues, provide feedback, and embed new releases effectively into frontline operations.

Champion knowledge sharing and best practice

• Capture insights, document learnings, and actively share knowledge to raise team capability and consistency in service delivery.

Maintain strong risk and compliance standards

• Ensure all activities are carried out in line with internal policies and regulatory requirements, supporting a robust and controlled operating environment.

Champion the client experience

• Take accountability for ensuring a seamless, consistent, and high-quality experience for all users, capturing feedback and driving improvements where needed.

Support flexible service delivery

• Contribute to service coverage across core hours (8am-6pm)