Location: Cheltenham, GB, GL50 3SH
Department: Wealth Management Client Care
Job Category: Front Office
Date: 29 Apr 2026
Purpose
Client facing role with responsibility for service and relationship management. Lead contact for all Client Lifecycle tasks and queries. Manages all client lifecycle processes and oversees the operating model for their respective investment management team whilst delivering and contributing to excellent client service. The role holder will work within a model which is managed centrally and embedded locally.
Outcomes for the role
- Develop and maintain relationships with clients and business stakeholders, utilising knowledge of the business and client requirements to deliver the desired client outcomes.
- Manage the client lifecycle administration process to ensure a timely and efficient client experience.
- Take ownership and accountability for all client administration tasks. Act as the main liaison between the client, investment team, operations and other key stakeholders and ensure all parties are kept informed.
- Ensure all client lifecycle processes are followed and adhered to in accordance with the Operating Model (e.g. end-to-end management of account opening, on-boarding and transfer processes; processing client payments and account amendments; supporting quarterly portfolio valuation processes) whilst all process enhancement suggestions are escalated accordingly. Follows group wide processes to meet KPI benchmarks.
- Understand client suitability requirements and support your investment team with regard to gathering the relevant information to support client suitability, producing client summaries/welcome letters.
- Work closely with the team and wider administration functions to develop and share best practice.
- Act as the first point of contact for clients, assuming the role of the “go to” person for administration queries. This includes attending client meetings and leading discussions regarding client administration matters.
- Undertakes more complex Client Lifecycle processes such as estate/deceased/probate.
- Demonstrates a broad understanding of Client Lifecycle processes and Rathbones Products & Services.
Measures of success
- Maintain client support systems and data with a high level of accuracy.
- Identify opportunities for operational efficiency and process improvement by maintaining and building good relationships with the team and wider functions, taking responsibility for sharing knowledge and business updates with your own team and/or department as appropriate in order to drive efficiency.
- Lead and take ownership on all administration activity, alleviate the admin burden from Investment Managers in order to support Growth.
- Attendance at Client Support meetings, contribute by sharing good practice and process improvement suggestions.
- Collaborates effectively within the team and beyond.
- Proactively seeks to participate in project work or working groups.
- Is proactively in embracing change and new technology.
- Consistently lives all the Rathbones values.
Professional experience and qualifications
- Experience working in a similar role in Financial Services managing end-to-end administration processes.
- Progression from CSA role or equivalent external experience.
- Grades A-C at GCSE or equivalent in English and Maths.
- Broad understanding of Proposition Suite.
- Knowledge of regulatory environment in which we operate.
- Understanding of the products and services we provide.
Benefits
- A company pension - 9% non-contributory or 10% if you contribute 5%
- Private medical insurance – Individual on joining, family after 1 year’s service
- Life assurance - 8 x salary
- Company share scheme
- Discretionary bonus
- Flexible holidays – purchase up to 5 additional days
- Green Car Scheme
- Family friendly policies – enhanced family leave for parents & carers
- Study support – study days and funding for courses and qualifications
- Season travel ticket loans
- Other voluntary benefits you can choose to suit you
Social Groups and Communities
- Sports & Social Committees – cricket, football, netball, running, yoga, quiz nights, charity bake sales and much more.
- Inclusion Networks – Gender Balance, Multicultural, Abilities Count, Pride, Social Mobility, Generations, Menopause Matters@Rathbones’ and Armed Forces.
- The NextGen IM Network – brings together a community of trainees from across the UK, who are all at the early stages of their careers and offers development opportunities, exposure across the business as well as peer support and connection.
We’re a Disability Confident Employer (level 2) under the UK Government scheme. If you require adjustments to apply for a role at Rathbones, please contact us via recruit@rathbones.com to let us know what adjustments you may need.
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