Original listing text, shown exactly as published by the company.
What You'll Be Doing
Evolving the Premium Client Model
- Own and iterate the premium client service proposition and playbook, defining who qualifies, what service looks like in practice, and how impact is measured
- Deliver the contact strategy, proactive engagement cadence, escalation protocols, and service standards that define the experience at every stage
- Work with the Head of Sales Operations to ensure the premium model aligns with commercial priorities and is scalable as the client base grows
Proactive Client Engagement
- Own a defined portfolio of Flagstone's highest-value clients, taking personal responsibility for the quality and consistency of their experience
- Proactively reach out at meaningful moments - rate changes, portfolio milestones, new product availability, market events
- Develop a genuine understanding of each client's financial context, using that knowledge to deliver timely, commercially astute conversations
- Identify opportunities to deepen relationships through increased AuA, new product uptake, or strengthening the personal connection that drives long-term loyalty
Reactive Service & Issue Resolution
- Act as the first point of escalation for premium clients, owning the resolution process and maintaining a positive experience even when things go wrong
- Navigate complex queries with confidence, working cross-functionally with Client Operations, Product, and Compliance
- Maintain a zero-drop standard for premium client satisfaction - every interaction should reinforce the client's confidence in Flagstone
Commercial Contribution & Collaboration
- Track and report on the health of the premium client portfolio - AuA trends, engagement levels, attrition risk
- Work with Sales Team Leads to ensure smooth handover of newly acquired high-value clients into the premium model
- Feed insight from client conversations back into product, proposition, and service design discussions
- Partner with Client Operations and Marketing to ensure the experience matches the premium standard
What You'll Bring
Premium or Private Client Experience
- A background in private banking, wealth management, or a high-touch financial services role where elevated service quality was genuinely expected
- A clear understanding of what high-net-worth clients expect, how they communicate, what they value, and what makes them feel genuinely well served
- Experience managing a portfolio of high-value relationships with personal accountability for retention, satisfaction, and commercial outcomes
Playbook Thinking & Structured Approach
- Ability to design a service model, not just operate within one - you can articulate what premium looks like and how you would build it
- A structured, organised approach: you track your portfolio, plan your outreach, and know where each relationship stands at any moment
- Experience developing client service frameworks, contact strategies, or service standards
Relationship, Communication & Commercial Instinct
- Exceptional interpersonal skills - warm, confident, and credible with sophisticated, high-value clients
- Composure under pressure: when a client is unhappy or considering moving their assets, you can turn it around
- Sufficient financial literacy to engage meaningfully about cash portfolios, interest rates, FSCS coverage, and Flagstone's platform value
- Familiarity with regulated financial services and the compliance context that shapes client relationship management
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:
- 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?…
