Client Support Executive – Telephone Based

Are you looking for your next step in a challenging and rewarding environment? Are you a confident telephone communicator with a passion for customer experience, where building rapport quickly is key to success? If so, we’d love to hear from you.

We’re looking for a customer-oriented, empathic individual with excellent communication skills to join us as a Client Support Executive.

Salary will be from £23,400 – £24,500 DOE, plus monthly bonus scheme and supported CII exam progression.

We are based in Medway City Estate. There’s free on-site parking available and this position will be office based, Monday to Friday, working 8 hour shift patterns between 8am and 6pm.

This role is ideal for someone who has existing customer service experience or has a passion for helping people.

Key Responsibilities:

  • Being the initial point of contact for our clients
  • Handling inbound and outbound calls. This would include giving updates to clients, booking appointments or liaising with clients to obtain information about their current arrangements
  • Helping clients understand the process and enhance their experience with Harbour Rock Capital
  • Maintain our CRM system with a high degree of accuracy
  • Ensure follow-up calls are completed with clients

We’re Looking for Individuals Who:

  • Are passionate about helping people
  • Are a team player, working well both independently and as part of a team.
  • Are driven to reach realistic targets, motivated to meet business goals and enthusiastic about their own progression
  • Are organised and prioritises tasks effectively and independently, based on importance and urgency
  • Are focussed with a good attention to detail, taking pride in the quality and accuracy of work
  • Are able to communicate with clients and deal with any situation clearly, professionally, and with empathy
  • Are able to engage with clients in a confident and resilient manner, dealing with the challenges clients circumstances may present (e.g. clients in financial hardship, vulnerabilities etc.)
  • Have a desire to complete financial services qualifications (or having already completed CII or equivalent exams)

To enable us to deliver the best possible service to our clients and create a positive working environment, as a company we abide by these core values:

  • Raising the bar – We continuously improve
  • Offering clarity – We make things clear and simple
  • Putting people first- We always act in their best interests
  • Going the extra mile – We always strive for excellence
  • Fresh thinking – We continuously challenge the status quo
  • Working together – We value each other highly

Harbour Rock Capital is a specialist financial advisory business focusing on pensions and retirement which looks after over £600m in pension assets for more than 12,500 clients.

Founded in 2017, we help clients get the best out of their pensions, both now and in the future. Whether that be through accessing pension benefits, reducing charges, or improving their performance, we’re focused on delivering specialist financial advice along with a great level of service.

In a fast-paced industry that is rapidly evolving, we are at the forefront of providing a proposition that hasn’t been easily available to the everyday person until now. We need to keep providing great customer service as we grow, and as the environment and technology around us changes. We can’t do that by standing still.

Based, in Rochester, Kent, we employ over 150 likeminded people that strive to do an exceptional job for our clients. In turn we create a positive nurturing environment in which they can thrive – from entry level roles with training, development, and career progression available through to highly qualified experienced industry professionals.

A great place to work must continue to hire great people, so, if you think you could be one of them, we want to hear from you.

As well as a competitive salary, you’ll receive the following benefits:

  • Annual bonus scheme
  • 25 days holiday on top of public holidays – plus an extra one on your birthday
  • Long service holiday – additional holiday after 2,5 and 10 year’s service
  • Structured career progression and qualification plan
  • Free mortgage and protection advice with Censeo Financial
  • Tastecard membership
  • Company pension with the same excellent discounts we negotiate for our clients
  • Life assurance
  • Critical illness cover
  • Income protection
  • Private medical insurance
  • Private dental cover (contributory)
  • Free eye test
  • Quarterly Consumer Champion and Values Achievement awards
  • Birthday vouchers
  • Friends and family discount on our services

Harbour Rock Capital is a real Living Wage employer (

Job Category: Client Support Executive Pension Access
Job Type: Full Time
Job Location: Kent Rochester

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Harbour Rock Capital Limited is a company registered in England & Wales as a Limited Company, No. 10290349. Authorised and regulated by the Financial Conduct Authority, No. 754580. Registered Offices: Affinity House, Beaufort Court, Sir Thomas Longley Road, Rochester, Kent, ME2 4FD. Telephone: 0800 009 3388. Email:
© 2023 Harbour Rock Capital Limited. All right reserved.