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About the Role
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 where you will be the first call when something isn’t working, and you’ll take pride in turning things around quickly.
Responsibilities
- 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.
- Spot and log patterns in recurring queries, errors or portal difficulties, feeding trends back to D&T and the wider team.
- Recognise when a query or issue requires senior input and escalate promptly to the Client Service Manager.
- Be a visible, approachable and well-known point of contact within Distribution for all things digital and portal-related.
- Pick up the phone and respond proactively rather than purely by email, building real relationships with advisers and support staff.
- Handle investor queries calmly and professionally, including sensitive or complex situations.
- Work closely with D&T, Operations and the wider Client Service team to ensure issues are resolved end-to-end.
- 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.
Requirements
- 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.
- Excellent time management and a genuine sense of urgency.
- Able to manage multiple open queries without losing track.
- A natural relationship-builder.
- High attention to detail; accurate and thorough in everything recorded and communicated.
- Comfortable engaging directly with investors.
- Experience in customer service, financial services or a client-facing operational role (Desirable).
- Exposure to portals, digital platforms or online client journey management (Desirable).
- Familiarity with CRM systems such as Salesforce (Desirable).
Skills
- Communication skills
- Time management
- Relationship building
- Attention to detail
- Customer service
- Client-facing operations
- Portal management
- Digital platform management
- CRM systems
- Salesforce
Location
- Hybrid/flexible working
Work Type
- Hybrid
- Flexible working
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- Competitive salary
Benefits
- Contributory pension
- Hybrid/flexible working
- Ongoing learning and development opportunities
About the Company
- Since 2004, Triple Point has been bringing investment ideas to life and connecting capital with the right people and opportunities.
- Manages more than £2.5 billion for a broad range of investors across five key investment strategies: Private Credit, Social Housing, Clean Heat, Energy and Venture.
- Offers innovative investments to both private (retail) and institutional clients.
- Has 230+ employees committed to leaving the world demonstrably better.
- Certified B Corp.
- Signed up to the Principles for Responsible Investment.
- Named a Sunday Times 'Best Places to Work 2025 & 2026'.
Equal Opportunity
- Triple Point is dedicated to providing fair and equal opportunities for all individuals.
- Discrimination of any kind based on factors such as age, disability, gender, sexual orientation, pregnancy, race, ethnicity, religion, gender identity, or marital status is not tolerated.
- Aims to create a welcoming and diverse work environment where people from all walks of life feel valued and supported.
- Actively encourages individuals from various backgrounds to apply for job vacancies.