Job Description

Client Success Associate

Department: Operations

Employment Type: Permanent - Full Time

Location: Amersham

Reporting To: Nina Rough

Description

Overview of the role

We are seeking a motivated Associate to join our Client Success team. This is an entry-level role, ideal for someone looking to start their career in financial services. The successful candidate will support the delivery of an exceptional client experience, handle day-to-day client enquiries, and help ensure client requests are processed accurately and on time.

Working closely with Senior Associates and the wider team, you will build a strong understanding of our products, processes and regulatory environment. Full training and ongoing development will be provided.

Key Responsibilities

• Act as a point of contact for client enquiries by phone, email and other channels, responding promptly and professionally.
• Resolve routine enquiries and issues, escalating more complex matters to Senior Associates or the relevant team.
• Process client requests accurately and within agreed timeframes, following established procedures and controls.
• Liaise with Operations, Compliance, Tech and other teams to progress client requests and keep clients informed.
• Support the monitoring of service levels and help ensure adherence to agreed SLAs.
• Record client feedback and recurring issues, and share observations that could improve the client experience.
• Contribute to team initiatives, process documentation, process improvements and ad hoc projects.
• Complete all mandatory training and develop knowledge of our products, services and the regulatory framework we operate within.

Skills, Knowledge and Expertise

• Some experience in a client-facing, customer service or administrative role (desirable but not essential)
• A genuine interest in financial services, payments or fintech.
• Excellent verbal and written communication skills, with a professional and client-focused manner.
• Strong attention to detail and a commitment to accuracy.
• Good organisational and time-management skills, with the ability to manage a varied workload.
• A proactive, logical approach to problem-solving and the confidence to know when to escalate.
• Working knowledge of Microsoft Office Suite (particularly Excel and Outlook).
• Eagerness to learn, take on feedback and develop within the role.
• A true team player with a positive attitude and strong work ethic.
• Adaptable and resilient, with the ability to stay calm in a fast-paced environment.

Benefits

We believe great people do their best work when they feel supported, rewarded, and empowered to grow. That’s why we offer a benefits package designed to support your career, wellbeing, finances, and life outside of work.

• 25 days’ annual leave, plus bank holidays
• An extra day off for your birthday
• Holiday loyalty scheme rewarding long-term service
• Work abroad scheme for added flexibility
• Competitive pension scheme via salary exchange
• Annual discretionary bonus scheme (eligible after probation)
• Financial education, planning & coaching platform
• Interest-free Season Ticket Loan for London travel
• Salary exchange nursery fee scheme
• An in-house fully equipped gym, including instructor-led classes for Pilates, HYROX and more
• Life Insurance
• Healthcare platform including:
• Cashback on dental, optical & physio
• Virtual GP access
• Mental health and stress support helplines
• Additional wellbeing resources
• Enhanced parental leave
• Cycle to work scheme
• Flexible benefits that support everyday life
• Career development and progression tools
• Opportunities to grow within a fast-scaling international business
• IFX-sponsored training budget for your individual learning & development

From sporting events and pub nights to seasonal celebrations and socials, we make time to connect and celebrate together.

Diversity & Inclusion

We believe that diversity and inclusion are essential to our success. We are committed to fostering a culture where everyone feels valued and respected, regardless of their background, identity or experiences. By embracing diverse perspectives and promoting equity, we aim to create an environment where all employees can perform and reach their full potential.

What’s next?

• We will review your application and come back to you as soon as possible.
• You must be eligible to work in the UK to be considered for this position.
• Full background checks will be carried out on all successful candidates.