Digital Support Administrator


We require a Digital Support Administrator to help deliver an outstanding customer experience and help to improve the Killik digital services, based on the insights gathered from engaging with customers on a daily basis.

Key Accountabilities

Delivering the best possible experience for Silo/myKillik for prospects and clients. Always showing a passion for Silo and helping people to save, invest and view their investments.

  • Support customer queries for the Silo App and myKillik web and app based services
  • Onboard new and existing Killik & Co clients onto Silo
  • Understand Anti Money Laundering (AML), Anti Impersonation (AI) and Suitability processes
  • Communicate with clients by email and on the telephone to assist with queries and to troubleshoot issues with Killik’s digital services,ensuring that the client receives the best possible experience
  • Respond to clients within the agreed SLA
  • Work closely with all divisions of the Digital Support, Product, Delivery, Transfers and Middle Office teams to get to the underlying cause of a problem and gather all the required information to ensure that issues are resolved efficiently
  • Help to promote our digital offerings and products to build our client base & assets under management
  • Work with other areas of the business to assist with questions regarding the Silo product
  • Assist with transfers of client assets both internally and from other providers
  • Be pro-active; identify opportunities to improve the client experience in both support processes and in the Silo app
  • Respond to reviews on the App Store and Google Play Store
  • Assist in migration of accounts, set up and data cleansing ensuring migration and data quality
  • Assist with the production of marketing lists for the timely dispatch of bulk electronic communications
  • Assist clients and Investment Managers with Shareowner Services proxy voting and meeting attendance

Competencies / Skillset

  • Getting Things Done – Delivers on agreed objectives promptly; prioritises workload; remains professional under pressure.
  • Communication & Sharing Knowledge – Confident, clear and accurate with all communication. Maintains accurate records and makes effective use of new technology.
  • Customer Service – Positive attitude to find solutions in line with TCF principles. Uses customer feedback to improve service.
  • Effectiveness & Adaptability – Able to maintain a high volume of work, striving for continual improvements. Understands individual contribution in relation to corporate objectives. Presents a positive image and approach to change.
  • Team Working – Shares knowledge, skills and experience with colleagues; understands team goals; is cooperative and supportive of others.

Qualifications / Experience Required

  • Previous experience in providing customer service
  • An interest in Apps
  • Applicable experience in Financial Services is useful, but not essential

Contractual Hours

9.00am – 5.30pm, Monday to Friday

Get In Touch

Please send a CV and covering letter to [email protected] with the subject title of the role you are applying for.
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