Service Executive (Bristol)


Job Title: Service Executive
Salary band: dependent on experience
Department: Operations Reporting To: Team Manager
Based: Bristol



Job Dimension/Scope:

James Hay Partnership is a retirement wealth planning platform with assets under administration of circa £24 Bn. This role requires vetting as per the Referencing and Staff Vetting Policy.

Reporting to a Team Manager and working within a department varying in size from 20 – 40 people the post holder is responsible for managing relationships with our Advisers and Investors.


Job Purpose/Summary:

Service Executives work as part of a team responsible for administering James Hay Partnership products and services in line with product Terms & Conditions, and in accordance with company policies and procedures, and relevant regulatory requirements.

Each team completes processes for an area of administration depending on the operational department the team resides in with the ultimate aim as to ensure positive investor outcomes are achieved.


Main Accountabilities:

  • Representing James Hay Partnership in a professional manner and producing work of the highest standard
  • Developing good working relationships with all Investors, Advisers, third parties and internal teams. Dealing with all queries by telephone, email, and letter as appropriate
  • Administer work generated by Investors, Advisers and internal instructions within agreed service levels
  • Responsible for managing your own delegated work load, prioritising your activity within agreed Service Level Agreements and timescales and to use discretion in making decisions
  • Provide good Investor service, taking ownership of work, any issues arising, fixing them promptly and escalating when appropriate
  • Go the extra mile; be an advocate for the Investor
  • When processing use clear, concise communication (verbal & written) that is appropriate for the audience, ensuring relevant products, services and charges are explained.
  • Accurately updating systems to reflect work received or carried out ensuring Investor records are maintained
  • Work efficiently in an organised manner
  • Highlight process improvement ideas to your line manager


Regulatory Accountabilities:

  • Awareness of James Hay Partnership’s regulatory responsibilities and the associated operational controls in place
  • Working within the defined company and regulatory policies and procedures as well as the Risk and Governance framework


Learning & Development:

  • Take personal responsibility for your learning and development
  • Gain experience training other members of the team on business policies, products and team processes
  • Work to achieve targets for role progression to Senior Service Executive
  • Be responsible for completing all mandatory training and to do so within required timescales


Key working relationships and external/internal contacts:

  • Peers/Team Managers/Investors/Advisers


Job knowledge, skills, qualifications and experience required:


  • Minimum of 12 months experience in a Financial Services administration role
  • Proven Investor service skills, strong written and verbal communication
  • Good numerical skills, with an eye for detail
  • Good analytical and problem solving skills
  • Excellent time management and the ability to work to deadlines
  • Computer literate, good Microsoft Office knowledge
  • Knowledge of Financial Services and investment products
  • Educated to GCSE level with Maths and English grade C or above



  • Knowledge of James Hay Partnership products, systems and procedures
  • Knowledge of SIPP and/or SSAS products


Person Specification:

The successful candidate will display the following attributes:

  • Willingness to try new things and embrace change
  • Reliable and punctual
  • Strong organisation skills and capacity to multi task
  • Strong communication skills with the ability to articulate complex information
  • A flexible attitude with a willingness to go the extra mile
  • A team player but able to work independently using own initiative
  • Positive and professional attitude
  • Problem solver
  • Demonstrate initiative


Demonstrate Our Values:

  • Think Investor
  • Working as a Team
  • Doing the right Thing
  • Taking Responsibility


Demonstrate Our Behaviours:

  • Confident: assured, calm, sure of yourself, assertive, positive, self-reliant, independent and resourceful
  • Professional: competent, expert, specialist, qualified, proficient, skilled, trained, licensed
  • Progressive: enlightened, advanced, innovative, “thinking outside the box”, challenging minds, continuous improvement
  • Engaging: participating, involving, likeable, rational, and empathetic


How you achieve positive Investor Outcomes in your role:

  • Investor Outcome 1: Ensure James Hay Partnership is a safe and secure business to use for Investor's retirement and wealth management needs.
    By demonstrating you:
    • Understand the need and requirements for safeguarding Investors’ assets
    • Comply with policies and procedures that ensure the safeguard of Investors’ assets
    • Identify and escalate incidents that could impact on James Hay Partnership’s ability to operate and deliver Investor outcomes
    • Understand the need to protect Investors’ personal and sensitive information and not put Investors at risk of fraud
    • Understand the importance of only dealing with authorised Advisers
    • Understand the challenges and requirements for dealing with Non Standard Investments
  • Investor Outcome 2: Ensure the Investor is confident James Hay Partnership acts with integrity and ensures their interests as an Investor are placed first at all times.
    By demonstrating you:
    • Comply with policies and procedures that demonstrate and ensure Investors interests are first
    • Make decisions that demonstrate Investors’ interests are first
    • Ensure Investors are not disadvantaged by the preferential treatment of other Investors
    • Believe that James Hay Partnership acts with integrity
  • Investor Outcome 3: Ensure the Investor understands the information provided by James Hay Partnership and is empowered to make effective and informed decisions.
    By demonstrating you:
    • Understand what is / isn’t financial advice and that giving Investors factual information is not advice
    • Are skilled in explaining and communicating technical aspects clearly to retail Investors and Advisers, whether written (web, literature) or oral (through contact centre)
    • Know what you can and can’t help and support an Investor with
    • Understand the Advisers’ role in providing independent advice to retail Investors
  • Investor Outcome 6: Ensure the Investor believes James Hay Partnership’s charges are clear, transparent and applied fairly to their account.
    By demonstrating you:
    • Understand and are able to explain clearly to Investors James Hay Partnership ‘s charges and are able to justify them (written and oral)
    • Understand we can make fair and reasonable charges e.g. exit charges
    • Believe James Hay Partnership ‘s charges represent a fair exchange of value for Investors
    • Ensure charging errors identified by James Hay Partnership are corrected and redressed promptly
    • Ensure Investor and Adviser complaints about James Hay Partnership ‘s charges are identified and resolved effectively, fairly and promptly
    • Understand and explain clearly to Advisers James Hay Partnership’s charges and be able to justify them (written and oral)
  • Investor Outcome 7: Ensure the Investor can see easily if their James Hay portfolio is on track to support their overall retirement and investment goals.
    By demonstrating you:
    • Understand the importance of valuations being accurate and updated per T&Cs
    • Understand limitations for Non Standard Investments
    • Provide clearly written literature
  • Investor Outcome 8: Ensure the Investor can easily transfer from / to another platform provider and close their account.
    By demonstrating you:
    • Understand reasons Investors transfer to another platform provider
    • Process instructions accurately and on a timely basis
    • Ensure transfer errors and delays caused by James Hay Partnership are identified and fixed to ensure no Investor detriment
    • Understand how to identify complaints about transfers and what to do with them (ref outcome 11)
  • Investor Outcome 9: Ensure the Investor is in control and understand their options and the risks when taking their retirement funds as retirement income or ad-hoc withdrawals.
    By demonstrating you:
    • Understand the Investor journey, the risks inherent in it and can explain it to Investors and Advisers
    • Execute instructions from investors and advisers right first time
    • Understand complexity and limitations of Non Standard Investments
  • Investor Outcome 10: If James Hay Partnership causes something to go wrong, the Investor knows you will fix it on a timely basis and be looked after.
    By demonstrating you:
    • Understand what you are able to fix and resolve
    • Understand the needs of vulnerable Investors and takes them into consideration
    • As an employee know what to do and where to get help
    • Support operational teams working well together, understand the hand-offs between teams and are focused on Investor outcomes
    • Learn from errors and make changes where necessary
  • Investor Outcome 11: Ensure if the Investor makes a complaint it is dealt with effectively, fairly and resolved promptly.
    By demonstrating you:
    • Understand how to identify complaints and what to do with them
    • Understand the needs of vulnerable Investors and takes them into consideration
    • Understand their individual role in preventing and revolving complaints
    • Learn from complaints and make changes where necessary