The Function & Team

The Client Service team sits within Distribution and plays a pivotal role in supporting both our external investors and internal sales colleagues. We are a team of nine, committed to delivering excellent service, ensuring retention and growth of Triple Point’s assets under management, and helping investors feel confident and well supported throughout their journey with us.

The Function

The purpose of the Distribution team is to raise and retain assets under management (AUM) for Triple Point to help drive the growth of the business. We accomplish this by providing innovative financial solutions that support financial advisers in helping people with their financial goals. We aim to be a trusted partner and are committed to building relationships built on trust, transparency, and integrity.

The Team

The Client Service team sits within Distribution and plays a pivotal role in supporting our external clients and internal colleagues. We are committed to delivering excellent service, ensuring retention and growth of Triple Point’s assets under management, and helping investors, advisers and their support staff feel confident and well-supported throughout their journey with us.

Key Responsibilities

Role Purpose

This role exists to own the online client experience across Triple Point’s portals and digital touchpoints. The Client Service Analyst is the go-to person for advisers, paraplanners, support staff and investors navigating our online platforms: activating access, resolving queries, and making the digital journey as smooth and frustration-free as possible.

This is a fast-paced, relationship-driven role. The person in it will be known across Distribution as the first call when something isn’t working, and they’ll take pride in turning things around quickly.

Portal & Digital Support

• Own the end-to-end portal experience for advisers, paraplanners, support staff and investors - including activations, access queries, document location and account navigation.
• Handle all portal-related queries with a target turnaround of 24 hours.
• Act as the primary liaison between the Client Service team and the Digital & Technology (D&T) team - triaging issues, escalating bugs, and tracking resolution.
• Build and maintain a library of clear, one-page process guides in collaboration with D&T - giving clients and internal colleagues quick-reference fixes for common issues.
• Spot and log patterns in recurring queries, errors or portal difficulties, feeding trends back to D&T and the wider team to drive continuous improvement.
• Recognise when a query or issue requires senior input and escalate promptly to the Client Service Manager - developing good judgement around when to act independently and when to involve others is a key part of the role.

Client & Adviser Relationships

• Be a visible, approachable and well-known point of contact within Distribution for all things digital and portal-related.
• Pick up the phone. Respond proactively rather than purely by email - building real relationships with the advisers and support staff who rely on our portals daily.
• Handle investor queries calmly and professionally, including sensitive or complex situations, always reflecting Triple Point’s values.

Operational Collaboration

• Work closely with D&T, Operations and the wider Client Service team to ensure issues are resolved end-to-end, not just acknowledged.
• Attend relevant team meetings to share portal insights and flag emerging themes.
• Maintain accurate records of queries, resolutions and escalations in Salesforce and other internal systems.

Experience

Essential

• Strong communication skills - written, verbal and on the phone. Comfortable picking up the phone rather than defaulting to email.
• A calm, considered approach under pressure - this role moves quickly and priorities shift.
• Excellent time management and a genuine sense of urgency; able to manage multiple open queries without losing track.
• A natural relationship-builder - able to become a trusted, known face to advisers and distribution colleagues.
• High attention to detail; accurate and thorough in everything they record and communicate.
• Comfortable engaging directly with investors.

Desirable

• Experience in customer service, financial services or a client-facing operational role.
• Exposure to portals, digital platforms or online client journey management.
• Familiarity with CRM systems such as Salesforce.

Why Join us?

• You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
• Be part of a growing and innovative team
• We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.

At Triple Point, high performance means living our values every day:

·       Stay Curious.

·       Be Generous.

·       Take Thoughtful Action.

·       Pull Together.

·       Own It.

In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools. We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement.