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Job Title: Client Services Associate

Duration: 12 months, potential to go perm

Location: Manchester/Hybrid (four days per week in the office)

Salary: £33500 per annum

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We are seeking a proactive and client-focused Client Services Specialist to join our client's growing team. This is an excellent opportunity for someone with financial services experience who enjoys solving problems, supporting clients, and managing complex cases in a fast-paced, regulated environment.

You will act as a key point of contact for clients, delivering high-quality service, resolving enquiries efficiently, and taking ownership of more complex issues and escalations through to resolution. This role requires strong communication skills, sound judgement, and the ability to build trust with both clients and internal stakeholders.

Key Responsibilities:

Manage client enquiries via phone, email, and written correspondence
Investigate and resolve complex cases and escalations end-to-end
Provide accurate, timely, and compliant responses
Liaise with internal teams to ensure swift resolution of issues
Maintain detailed and accurate client records
Deliver excellent service aligned to regulatory and quality standards About You:

Previous experience in financial services (banking, investments, insurance, or related)
Proven client service or contact centre background
Experience handling complex cases, complaints, or escalations
Strong problem-solving and decision-making skills
Excellent written and verbal communication
High attention to detail and ability to work to deadlinesIf you are passionate about delivering outstanding client experiences and thrive on resolving challenging cases, we would love to hear from you.

How to Apply:

To apply for this opportunity, please apply with an up-to-date CV.

Please note that if you haven't heard from us within 48 hours, your application may not have been successful on this occasion. However, we may keep your details on file for future vacancies and contact you accordingly.

Pontoon is an equal opportunities employer and an employment consultancy.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention