Client Services 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?

As a Client Services Executive, you’ll be a key point of contact for our clients, responsible for delivering a friendly, professional and personalised service across every interaction. You’ll support clients through technical queries, platform usage, onboarding questions and complaints — always aiming for fast, thoughtful and thorough resolution.

This is a hands-on role suited to someone who enjoys variety, takes pride in doing things well, and is motivated by helping clients reach a clear and confident resolution. You’ll work closely with colleagues across Compliance, Onboarding, Product and Marketing, learning how a regulated fintech operates while building strong foundations in client service and judgement.

What you’ll do:

• Responding to client enquiries across phone, email, chat and meetings, in line with agreed SLAs and KPIs
• Managing cases from start to finish, including prioritisation, investigation, resolution and follow-up
• Handling complaints with empathy, clarity and professionalism, including Trustpilot responses
• Keeping clients informed with clear updates, next steps and realistic timelines
• Escalating issues appropriately and working with internal teams to resolve queries efficiently
• Maintaining accurate and up-to-date records of client interactions and actions
• Following team processes and contributing ideas to improve workflows and service quality
• Supporting process improvement and automation initiatives where possible
• Working with Product and Technology teams to feedback client insights
• Taking ownership of your learning, development and performance
• Contributing positively to a collaborative, high-performing team culture
• Acting in line with Flagstone’s values and behaviours 

What you’ll bring:

• Prior experience in a client-facing support role, ideally within financial services or fintech
• Exposure to case management and handling customer queries or complaints
• The confidence and resilience to handle difficult conversations calmly and professionally
• Strong written and verbal communication skills, with attention to detail
• An understanding of AML principles and regulated environments (or a willingness to learn quickly)
• The ability to manage multiple tasks and prioritise effectively in a fast-paced environment
• Experience using CRM or ticketing systems such as Zendesk or Salesforce (or similar)
• A proactive mindset and willingness to ask questions and suggest improvements
• A team-first attitude and desire to grow within a supportive, values-led environment

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:

• Hybrid working - Spend at least 1 day a week with your team in our collaborative London office
• Competitive bonus scheme - designed to reward and recognise high performance
• Flexible benefits budget - a pot to fund meaningful benefits for you, whether it's hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.
• A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.
• Around the World scheme - 3 months work from anywhere scheme
• Mental wellbeing support – Access therapy and mental health sessions through Spill
• Learning and development – £1,000 personal development budget to help you grow in your role.
• Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded
• Medical cash plan - To help you with the costs of dental and optical expenses
• Life insurance and Income Protection- four times your annual salary for peace of mind
• Matched pension contributions up to 5%
• 25 days holiday - plus bank holidays, well-being days and volunteering days
• Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.  

All are welcome

At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.