About Us Platform One is an infrastructure provider to the wealth sector. We provide services such as custody, brokerage, pensions and technology to IFAs, wealth managers, investment managers, family offices and much more. One of our core offerings is an investment platform service, designed to deliver a secure, high quality investment platform for the UK and International marketplace. The service enables advisers and managers to consolidate and manage all their clients’ investments in one place. We also licence enterprise technology to the sector, integrating with their existing ecosystem allowing both Platform One and our clients to grow together. Our mission is to transform the infrastructure that underpins the world of investments and advice. We are growing to be the leading provider of infrastructure to the investments and adviser community. Our new platform model is devoted to championing automation and unrivalled user experience. We have a team of wonderful go-getters, located in the UK and in the Philippines. At Platform One we focus on delivering good outcomes for our customers by acting in good faith, supporting our customers to pursue their financial objectives and avoiding causing foreseeable harm. Training is provided by Platform One to give an understanding of Consumer Duty and how you can embrace this by meeting our own internal standards, values and behaviours, resulting in an excellent service being delivered to our customers. About the role Our Customer Support team is the first line to our customers and their impact is invaluable, they know the bits and bytes of our products, influence how future features will look and act as the customer’s voice. Our goal is to provide you with support, encouragement and autonomy to do the best work of your career. Platform One is a fast-paced, energetic environment where we encourage you to thrive and progress as you excel. For the duration of the 6-month probation period, you will be required to work in the office however once probation is complete, a hybrid working pattern will be considered Your Key Responsibilities • Acting to deliver good outcomes for our customers by following the Consumer Duty rules and guidance set by the FCA and our own internal core values and behaviours. • First point of contact for queries from Financial Advisors and/End consumers which are received via email, telephone & our live chat service. • Accountability for your tickets and seeing queries through to resolution. • Liaising with product providers. • Reviewing and confirming adviser fees. • Allocating assets/funds to client accounts. • Occasional calculating of cash required for fees payable. • Client & Adviser log in information – new log on information or reset required. • Processing documentation to enable changes to income/withdrawals, premiums and funds to be arranged and processing the requested changes. • Attaching all correspondence to client record for a complete audit trail. • Processing any change to client details. • Develop processes to educate and re-engage clients on new features (via email, blog, etc) as we expand our offerings and build new tools. • Communicate to the engineering team feature requests and suggesting optimisations in processes and functionality. • Collate content to ensure that our ‘Help Centre’ that focuses on self-service support is updated continuously and is effective. • Master the tools and programs that we use internally, including Zendesk, Aircall, Microsoft Office 365 Suite, ClickUp, and more. • Full training will be given for our Platform and the support services delivered. Skills & Qualifications • Minimum of 2 years’ experience in Customer Support/Service. • Experience of working with external providers. • Experience using various software & tools for helpdesk ticketing systems and CRMs. • You are positive, independent, self-motivated and hands-on. • A team player, with the ability to work autonomously. • You are an excellent learner and take the initiative to learn about new tools, frameworks, channels and best practices. • Willing to undertake additional training as needed to fulfil the role. Benefits • 25 days holiday plus bank holidays. • Your birthday off, this is not included as holiday, an extra little bonus • Vitality Private Healthcare • Yurtle Caregivers Support & Insurance • Smart Pensions pension plan • Perks at Work (subscription) 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.