About the role
This is a great opportunity for an experienced client service professional from a wealth, platform or financial services background to take ownership of key client relationships and help drive service excellence across a growing business. The role combines relationship management, service oversight, issue resolution, reporting, governance support and continuous improvement. Experience in ISAs, JISAs, GIA and SIPPs is key.
You will work closely with clients and internal teams across operations, technology, risk and compliance to ensure service standards remain high, issues are managed effectively and clients
receive a responsive, professional and solutions-focused service. Platform One’s Consumer Duty approach highlights the use of service and operational data, customer feedback and governance oversight to support good customer outcomes, which is highly relevant to this role.
Key Responsibilities
What you’ll be doing
- Manage and develop strong relationships with key clients and oversight contacts.
- Act as a central point of contact for day-to-day service matters, ensuring clear and professional communication.
- Monitor service delivery against agreed service levels and performance indicators.
- Review and validate monthly KPI reporting, providing commentary, insight and follow-up actions where needed.
- Maintain and manage service issue logs, ensuring actions are tracked through to resolution.
- Work closely with operations and technology teams to coordinate responses share information and improve service delivery.
- Attend client calls and service meetings, contributing to agendas, minutes, actions and follow-up.
- Support governance, control and process improvement initiatives across the client services function.
- Build a strong understanding of client businesses, products and service requirements.
- Contribute to a culture of best practice, collaboration and continuous improvement.
What we’re looking for
- Proven experience in client services, service delivery or relationship management within wealth management, platforms or financial services.
- Strong understanding of operational service environments, including KPIs, SLAs, issue management and reporting.
- Ability to manage multiple stakeholders and build credibility with both client and internal teams.
- Strong written and verbal communication skills.
- A structured and proactive approach to problem solving and service improvement.
- Good organisational skills and attention to detail.
- Knowledge of platform, custody, pension, investment operations or related services would be highly beneficial.
- Understanding of Consumer Duty and the importance of delivering good customer outcomes.
The FCA says the Duty sets higher and clearer standards of consumer protection and requires firms to put customers’ needs first.
Why join Platform One
Platform One is building a modern investment platform experience for the wealth sector, combining regulated platform capability with technology innovation. The company positions itself as both a
regulated platform provider and a technology company, designed to give firms more freedom, strong security and access to a wider range of features. This is a chance to join a business with
ambitious growth plans, a collaborative culture and real opportunity to shape how client service is delivered as the business continues to scale. Platform One states that it values difference and is committed to creating an inclusive and enterprising environment.
What we offer
- Opportunity to develop expertise across our four core service areas
- Professional development in governance, risk management, and compliance
- Collaborative environment working with a diverse range of financial services clients
- Career progression in a growing wealth platform business
- 25 days holiday plus bank holidays.
- Your birthday off, this is not included as holiday, an extra little bonus!
- Vitality Private Healthcare
- Smart Pensions Pension Plan – Salary Sacrifice
- Mintago Childcare Salary Sacrifice
- Cycle to work scheme
Diversity & Inclusion
Inclusion is at the heart of our social mission. Yes, we’re an equal opportunities employer
committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status, but it goes so much further than that. We value difference and we’re dedicated to creating an inclusive environment for every staff member.
