Associate Director, Client Service (12-Month Fixed Term – Maternity Cover)

The Function

The purpose of the Distribution team is to raise and retain assets under management (AUM) for Triple Point to help drive the growth of the business. We accomplish this by providing innovative financial solutions that support financial advisers in helping people with their financial goals. We aim to be a trusted partner and are committed to building relationships built on trust, transparency, and integrity.

The Team

The Client Service team sits within Distribution and plays a pivotal role in supporting both our external investors and internal sales colleagues. We are a team of nine, committed to delivering excellent service, ensuring retention and growth of Triple Point’s assets under management, and helping investors feel confident and well supported throughout their journey with us. This role reports directly into the Head of Client Service.

The Role

This 12-month maternity cover role exists to oversee the day-to-day running of the Client Service team, ensuring we deliver excellent service to both external investors and our internal distribution colleagues. The Associate Director will directly manage three senior team members and take ownership of our core responsibilities, with a focus on investor retention and safeguarding Triple Point’s assets under management. By leading the operational delivery of client service, this role enables the Head of Client Service to focus on strategy, long-term direction, and driving team efficiencies.

Key Responsibilities

• Lead and manage the day-to-day operations of the Client Service team, ensuring delivery of a high-quality service to investors and internal stakeholders.
• Directly manage and coach three senior team members, providing clear objectives, guidance, and development support.
• Take ownership for ensuring team responsibilities and processes are effectively carried out, accurate and aligned to business priorities.
• Work closely with the Head of Client Service to drive team improvements and efficiencies, while leading on key projects where applicable.
• Supervise complaints handling to ensure all investor complaints are managed and resolved to a high standard, in line with regulatory expectations.
• Champion best practice for vulnerable clients and Consumer Duty, embedding and continuously improving processes to deliver fair outcomes for all investors.
• Collaborate with internal sales and distribution colleagues to support client retention and contribute to the growth of assets under management.
• Act as an escalation point for complex client service issues, resolving problems quickly and effectively.

Knowledge & Experience

• Proven experience in client service within financial services, ideally with exposure to investment products.
• Strong people management skills, with experience directly managing team members.
• Knowledge of complaints handling processes and ability to supervise to regulatory standards.
• Understanding of Consumer Duty and best practice in supporting vulnerable clients, with experience embedding related processes.
• Excellent communication skills, with the ability to build strong relationships internally and externally.
• Highly organised with the ability to prioritise effectively, manage multiple tasks, and deliver under pressure.
• Good working knowledge of Salesforce and Microsoft Office suite (Excel, PowerPoint, Word).

Competencies

• Takes ownership for delivery — holds themselves and others accountable for high standards and follows through on commitments (Own It).
• Leads thoughtfully and decisively — balances speed with sound judgement, especially when handling client issues or team escalations (Take Thoughtful Action).
• Builds strong relationships — collaborates effectively with colleagues and clients, fostering trust and teamwork across functions (Pull Together).
• Champions client outcomes — ensures fair treatment of clients, embedding Consumer Duty and best practice for vulnerable clients (Be Generous).
• Drives improvement — seeks opportunities to streamline processes, learn, and apply new ideas or tools to enhance service delivery (Stay Curious).

Why Join Us

• Be a part of a forward-thinking and innovative company.
• Early exposure to multiple finance product types as well as different company structures.
• Work with a talented and driven team in a collaborative and connected environment.
• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career progression.

High Performance at Triple Point

High Performance at Triple Point means living our values at the top of your game.

Our five values are below, you can read more on our website about how we embed our values to drive a high-performance culture.

• Stay Curious
• Be Generous
• Take Thoughtful Action
• Pull Together
• Own It