Administrator, Platform Services


Are you keen to make a difference in a dynamic organisation? Do you have a passion for putting the customer at the centre of everything you do?

We’re a fast-paced, dynamic Group at the cutting edge of building safe and recurring value for all of our stakeholders. Our core areas include: bespoke pension solutions, wrap platform, independent financial advisory, investment consultancy, research and due diligence, and more. We currently have £33bn Assets Under Management and are still growing.

This role is within Embark Investment Services Limited, part of the Embark Group.

What you’ll do

In your role as an Administrator, Platform Services, you will provide a support service to Financial Advisers and clients, delivering an industry leading level of customer service by continuously identifying innovative solutions to improve operational efficiency and customer experience.

Key to success will be the need to put the customer at the centre of everything that you do, your attention to detail, your desire to have end to end ownership of customer requests and your focus on getting things right first time.

Key Accountabilities

  • Responsible for providing exceptional service to our customers (advisers, clients, third parties and internal stakeholders) by taking responsibility for owning all customer requests through to successful conclusion
  • Be the “go to” person for our platform, able to assist colleagues, clients and advisers, ensuring they are aware of the tools and online facilities available
  • Working as part of the customer services team putting the customers at the heart of everything we do
  • Have a thorough understanding of our procedures to achieve competency across all processes
  •  Identify opportunities to support colleagues through coaching and training and provide constructive feedback
  • Own all customer requests from end to end, minimising hand offs and delivering personal service
  •  Ensure that all customer requests are processed accurately, in a timely manner with agreed timescales
  • Collaborate with colleagues across the wider business to identify and resolve any challenges which would stop us meeting customer expectations
  • Actively seek and use feedback to identify and act on ways in which we can improve the way we do things
  • Ensure all customer requests completed in line with company policy, procedures and regulatory and legislative guidelines
  • Understand the key risks and controls within your team and the ways in which these are managed
  • Undertake all mandatory training
  • Escalate appropriately any identified risks, whilst taking ownership of resolution and preventative actions
  • Act as a role model to others Adopt* a professional and positive approach at all times
  • Develop strong working relationships across the wider business to deliver a cohesive and professional customer service
  • Collaborate with colleagues to achieve business goals
  • Demonstrate a flexible approach to work
  • Take personal accountability for personal development and proactively seek opportunities to develop, learn and assist colleagues in their development.
  • Apply working knowledge of CASS, ensuring issues are escalated and identified CASS procedures are followed to reduce risk of breaches.

Who you are and the experience we’re looking for

Delivering excellence is no easy task, particularly when you are transforming a business. We are looking for someone with the right experience and behaviours to join our team. The ‘DNA’ we look for starts with high proactivity and tenacity, the desire to deliver service excellence, attention to detail and a passion for both innovation and continuous improvement. As well as this, you will need to have:

  • Customer service/administration experience within Financial Services
  • Excellent verbal and numeracy skills and ability to communicate in a confident, professional and sincere manner
  • Working knowledge of Microsoft Office, including Word and Excel
  • Excellent organisational skills, ability to multi-task and organise others
  • Ability to work under pressure and to deadlines
  • Ability to filter information and assess priorities
  • A desire to constantly upgrade own knowledge and thrive on challenges
  • A “can-do” attitude and a high degree of flexibility.
  • Wealth management experience
  • Wrap platform experience
  • Knowledge of CASS client money rules
  • Further professional qualifications, such as R04, J10, J11 are desirable but not essential 


Why join us

Our approach centres on four primary enablers: our expertise, access to leading technology, focus on consumers, and capital.

We believe in transparency and meritocracy; we want to give all of our people the opportunity to be the best they can be, sharing in our future success.


Our family of companies include:

The Adviser Centre – a free-to-air, online fund research and consultancy service, dedicated to helping financial advisers to assess, select and monitor suitable actively-managed funds from the whole of the market.

EBS Pensions Limited – developed over the last 20+ years into a leading SIPP and SSAS provider, with over 15,000 clients and £2.8bn assets under administration.

The Embark Platform – a low-cost retirement-focused platform for financial advisers built on cutting edge and market leading FNZ technology.

Hornbuckle – one of the UK’s leading independent specialist pension providers, Hornbuckle has excelled in self-invested pension provision for more than three decades.

Rowanmoor – the UK’s largest independent SSAS provider and a provider of bespoke SIPPs and Family SIPPs.

Vested – a collaboration between Embark Group and Mazars LLP. Together we bring the very best in employee benefits and workplace savings to small and medium sized employers (those with between 100 and 750 full time employees).

Embark Corporate Services – is the provider of centralised Corporate Support to the Embark Group. Our approach is simple, we provide excellence in service to support the Group in being a world class full-scale retirement solutions provider.

Horizon by Embark - offers five multi-asset portfolios designed to align with investor’s chosen risk profile.

Advance by Embark - Platform which is a digital solution supporting advisers who are delivering services to clients seeking to build their financial security for retirement.

You will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.


To apply for the role, please click on the ‘Apply now’ button below. You will then be redirected to our Careers site where you will need to click on the ‘Apply for this job’ button again in order to complete your application.



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