Client Services Executive
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Requirements
• Prior experience in a client-facing support role, ideally within financial services or fintech • Exposure to case management and handling customer queries or complaints • The confidence and resilience to handle difficult conversations calmly and professionally • Strong written and verbal communication skills, with attention to detail • An understanding of AML principles and regulated environments (or a willingness to learn quickly) • The ability to manage multiple tasks and prioritise effectively in a fast-paced environment • Experience using CRM or ticketing systems such as Zendesk or Salesforce (or similar) • A proactive mindset and willingness to ask questions and suggest improvements • A team-first attitude and desire to grow within a supportive, values-led environment • How we reward you: • How we reward you: • At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits: • Hybrid working - Spend at least 1 day a week with your team in our collaborative London office • Competitive bonus scheme - designed to reward and recognise high performance • Flexible benefits budget - a pot to fund meaningful benefits for you, whether it's hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you. • A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods. • Around the World scheme - 3 months work from anywhere scheme • Mental wellbeing support – Access therapy and mental health sessions through Spill • Learning and development – £1,000 personal development budget to help you grow in your role. • Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded • Medical cash plan - To help you with the costs of dental and optical expenses • Life insurance and Income Protection- four times your annual salary for peace of mind • Matched pension contributions up to 5% • 25 days holiday - plus bank holidays, well-being days and volunteering days • Enhanced Parental Leave – enhanced maternity, paternity and adoption pay. • All are welcome • All are welcome • At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.
Responsibilities
• Responding to client enquiries across phone, email, chat and meetings, in line with agreed SLAs and KPIs • Managing cases from start to finish, including prioritisation, investigation, resolution and follow-up • Handling complaints with empathy, clarity and professionalism, including Trustpilot responses • Keeping clients informed with clear updates, next steps and realistic timelines • Escalating issues appropriately and working with internal teams to resolve queries efficiently • Maintaining accurate and up-to-date records of client interactions and actions • Following team processes and contributing ideas to improve workflows and service quality • Supporting process improvement and automation initiatives where possible • Working with Product and Technology teams to feedback client insights • Taking ownership of your learning, development and performance • Contributing positively to a collaborative, high-performing team culture • Acting in line with Flagstone’s values and behaviours
Benefits
• Equity options mentioned as part of the benefits package. • Paid time off (PTO) is included in the compensation details provided. • Insurance coverage offered to employees. • Remote work opportunities are presented for consideration within Flagstone's flexible working environment.