Summary of Role:

To support the existing ACMA/RM team in managing client requests, undertaking administrative support, and carrying out system-related activities to ensure continuity of service and operational efficiency.

Main Tasks:

• Support the team of ACMA/RMs and BDMs, picking up workloads during periods of absence or whilst colleagues are on company business, including inbox and ticketing management, to ensure continuity of service for key customers
• Act as a second line of defence for ACMAs, providing administrative and system support to enable ACMA/RMs to focus on client engagement
• Respond to or escalate Level 2 queries on behalf of ACMA/RMs when unavailable, and support ad hoc requests relating to the existing portfolio
• Engage directly with customers via email and phone when required to maintain service standards
• Support the team with new business activities, including driving through limit decisions for prospects, ledger matching, and producing various ad hoc reports (CRA, Marketo, etc.)
• Develop a strong working knowledge of key systems, processes, and departments — including Compass, Ticketing, Workflows, and Contacts — to manage workloads efficiently and ensure requests are responded to swiftly
• Maintain a high level of customer focus at all times and ensure any challenges or risks are flagged to the management team as they arise

What we are looking for:

• Organisational Skills – Strong organisational skills with the ability to prioritise and manage multiple tasks effectively
• Ticket Management – Capable of managing Level 2 tickets assigned to absent ACMAs, ensuring timely resolution and continuity
• Administrative Accuracy – Efficient and accurate at processing administrative requests with strong attention to detail
• Communication – Strong verbal and written communication skills with a customer-focused approach
• Stakeholder Engagement – Ability to engage upwards and cross-functionally across teams and departments
• Learning Agility – Willingness and ability to learn and engage on a broad range of technical topics, systems, and processes
• Technical Proficiency – Proficient in Excel, Outlook, Teams, and other key IT systems