Client Service Executive

What is Flagstone? 

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage. 

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.  

That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it. 

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three. 
 
But enough about us. Let’s talk about you. 

Does this sound like you? 

You’re a customer service professional with a passion for delivering exceptional client experiences across all channels – live chat, phone, and email. Clear, empathetic communication comes naturally to you, and you thrive in a fast-paced environment where you can make a real difference for customers.

What you’ll do: 

You will be responsible for providing a friendly, professional, premium, and personalised service to our clients to enable their continuous support through fast resolutions to their queries or complaints. Your days are guaranteed to be varied, and we encourage you to voice your ideas with ways in which we can improve our service. 

• Provide premium client support: Deliver a friendly, professional, and personalised service to our clients, resolving queries and complaints efficiently while meeting our SLAs.
• Own the customer journey: Understand the end-to-end customer experience – from initial application and onboarding through to becoming a long-term Flagstone customer – ensuring every interaction is seamless.
• Customer advocacy: Act as the voice of the customer, building trust-based relationships and ensuring their needs are represented in cross-functional discussions.
• Continuous improvement: Evaluate processes, share feedback, and recommend improvements to enhance the customer journey and drive service excellence.
• Collaborate cross-functionally: Partner with internal teams (e.g., onboarding, payments, and compliance) to deliver coordinated solutions and ensure a smooth client experience.
• Stay ahead of industry trends: Keep informed of best practices, emerging technologies, and regulatory changes to maintain a world-class customer service standard.

 

What you’ll bring: 

• Exceptional customer support expertise: Proven experience in providing outstanding service, ideally in an organisation recognised for excellence in client care.
• Effective communication skills: Clear, empathetic, and adaptable communication across phone, email, and live chat – with the ability to confidently handle challenging conversations.
• SLA and results focus: A strong commitment to delivering timely resolutions and meeting productivity and quality targets.
• Problem-solving mindset: Ability to identify issues, propose solutions, and take ownership of delivering results that elevate customer satisfaction.
• Adaptability: Comfortable in fast-paced, evolving environments, with the resilience to handle multiple priorities effectively.
• Team collaboration: A team player who thrives on supporting colleagues and contributing to shared success.
• Compliance awareness: Understanding of KYC, AML, and regulatory requirements, or willingness to develop this knowledge.
• Stakeholder engagement: Experience collaborating with internal and external stakeholders to ensure a seamless, joined-up approach to customer support.

 

How we reward you: 

At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:  

• Private healthcare 

• Life insurance (four times your annual salary) 

• Dental/optical care 

• Matched pension contributions (5%) 

• Income protection 

• Around the World in 90 days (remote working) 

• £1,000 annual learning bursary 

• 25 days holiday (plus bank holidays) 

• Home working kit 

• Additional 3 days community and charity leave each year 

• Quarterly half days for Wellness leave 

• Flexible bank holidays 

• Gym discount 

 

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