Client Portal Administrator

Key responsibilities

• Manage inbound calls, outbound calls and emails from advisers, support staff and clients experiencing MFA setup or portal login issues.
• Guide users step by step through login and authentication processes.
• Troubleshoot common access issues, including new-user registration, forgotten login details, email updates, MFA setup, locked accounts and account recovery.
• Record all client interactions, actions and outcomes to support daily reporting.
• Escalate technical faults, account queries and CMT online redemption access issues to the appropriate teams using established handover processes.
• Maintain a log of recurring issues and provide insights to the project team.
• Complete CMT portal access data remediation during periods of lower support demand.

About you

• Positive, honest and reliable, with a proactive attitude and strong work ethic.
• Self-motivated and able to work effectively both independently and as part of a team.
• Highly organised, with strong time-management skills and the ability to meet strict deadlines.
• An excellent written and verbal communicator.
• Detail-focused and committed to producing accurate, high-quality work.

Skills and Experience

• Previous experience in customer support, client service or a contact centre environment is highly regarded.
• Confident supporting non-technical users through application and system processes.
• Comfortable navigating web and mobile applications and working across multiple systems or screens simultaneously.
• Proficient in Microsoft Outlook and Teams, including calls, meetings and team collaboration.
• Strong data-entry and validation skills, with a focus on maintaining data accuracy and integrity.
• Experience using CRM or ticketing systems.
• Exposure to portal login and multi-factor authentication support is advantageous but not essential.

Key Working Relationships

• Report to the Head of IT & Business Applications while supporting the Project Manager throughout the project’s hypercare period.
• Act as a key contact for clients with escalated MFA and portal-access enquiries.
• Work closely with IT support, business analysts, developers and operations teams to resolve issues.
• Collaborate with client relationship teams on account-related enquiries.
• Support internal teams with data-access and data-integrity matters.