Marlborough is a rapidly growing investment group that manages more than £9.5 billion for over 200,000 clients and employs some of the UK’s most respected fund managers. The group has its headquarters in Bolton and offices in London, Staffordshire, Guernsey and Dublin. The companies in the group – Marlborough Fund Managers, Marlborough Investment Management, Marlborough International, Investment Fund Services Limited (IFSL) and IFSL International – employ more than 180 people. Marlborough’s success has been built on leading the way in knowledge of the investment industry, service quality, product understanding and added value for our investors.

As we continue with our ambitious growth plans, we are looking for talented people who share our values and can help us ensure they remain at the heart of the business. That means putting our investors at the forefront of everything we do and constantly striving for excellence in the service we deliver.

In addition to receiving a comprehensive benefits package, successful candidates will join a team who are committed to collaborative working in an environment where personal and professional development are genuinely valued.

Our Investor Support team are in need of a dynamic and organised professional to provide support and guidance within Investor Support. The role sits within the Distributions function of the team and the individual will ensure the processes are completed without error. Knowledge of a fund distribution process will be advantageous. We want someone that is proactive, that can hit the ground running and challenge the norm. This person will form part of a wider team of seniors within the department and will support and guide each other and their respective teams. We have high expectations for our service standards, and this person must have a client focused mindset that will help us push our standards even higher.

This person should be able to take on tasks independently and use their own initiative. They will need to develop leadership skills so they can take ownership and accountability of the development of staff as well as management of projects. It is essential that the incumbent has a thirst for knowledge and a genuine interest in financial services and fund administration.

Key Responsibilities

• Organise the team and provide first level assurance that all team processes are completed correctly and within Service Level Agreements (SLAs)
• Ensure all queries are answered correctly & promptly, in line with agreed SLAs
• To be the first escalation point within the team
• Take accountability for the initiation and progression of projects across the department
• Support the coaching and ongoing development of the team
• Develop a full understanding of all internal processes to provide a high level of client support
• Ensure a comprehensive understanding of industry regulations and processes relating to collective investment schemes
• Adhering to all procedures and FCA requirements
• Owning and investigating any client complaints from receipt until resolution
• Manage and minimise risk, including reputational risk

Secondary Responsibilities

• Monthly Key Performance Indicators (KPI) and other MI are collated and saved centrally in a timely fashion
• Review amendments to procedures and approve to ensure processes are efficient and risks are managed effectively
• Identify and implement processes that can be automated, streamlined and improved across the department.
• Ensure that personal development activities are prioritised and acted upon so that clients are provided with the highest possible levels of service
• Carrying out other appropriate duties as requested, this description is not exhaustive

The successful candidate will have experience within a similar role.

Essential Skills:

• Excellent working knowledge of Microsoft Excel and Word
• Good numeric skills
• Good attention to detail
• Accurate data inputting skills
• Excellent written and verbal communication skills
• Ability to problem solve and deal with complex queries
• Ability to prioritise & work to strict deadlines
• PC literacy and internet skills
• Professional telephone manner

Essential Qualifcations:

• 5 GCSE’s Grade A-C (must include Mathematics and English)
• Completion of the IOC (Investment Operations Certificate) qualification within 2 years of start date

Personal Qualities:

• Ability to function as part of a team
• Confident manner both written and verbally
• Ability to work under pressure
• Positive attitude
• Ability to be flexible and learn quickly
• Friendly and approachable
• Ability to make a positive contribution to both the team and the Company
• Interest in financial services

Benefits

• Competitive salary of £18,000 - £22,000 with annual salary reviews
• 25 days annual leave plus statutory bank holidays
• 9% non-contributory pension
• Annual discretionary bonus scheme
• Private Healthcare Scheme
• Death in Service at 5 x annual salary
• 35 hour working week
• Training for IOC and other relevant qualifications
• Exam completion bonus £500 (IOC)
• Study leave
• Cycle 2 work scheme
• Eye test reimbursement
• Your birthday off
• Christmas party and paid for social events during the year
• 13 weeks fully paid maternity leave
• 2 weeks fully paid paternity leave
• Perkbox membership - access to more than a hundred rewards, ranging from free food in major UK restaurants, to movie tickets, to phone insurance and more.