Competitive Salary + Benefits

Leeds – 3 days in the office

37.5 hours per week, Full time (we welcome flexible working discussions)

An opportunity to make a difference

At Border to Coast, our purpose is to make a difference, and we’re looking for a Associate Customer Relationship Manager to join our team.

As a customer-owned and customer-focused organisation, we work collaboratively, sustainably and with integrity. Our focus is securing the pensions of over two million people who have provided valuable service to their communities and society. We provide innovative investments designed to deliver sustainable returns over the long term.

In this role, you’ll provide advanced operational support to our Customer Relationship Managers while taking ownership of specific workstreams. Acting as a secondary point of contact for our Partner Funds, you’ll help deliver a consistent, high-quality customer experience and bridge the gap between Assistant Customer Relationship Manager and Customer Relationship Manager.

The role – what you’ll be doing

1. Act as a secondary point of contact for Partner Funds, handling routine escalations and monitoring actions.
2. Investigate complex queries and complaints, coordinating input across the business to support effective resolution.
3. Work closely with advisory, investment, operations, legal and compliance colleagues.
4. Lead the preparation of oversight packs, quarterly reports and committee papers.
5. Maintain accurate CRM data and produce insights that inform engagement and relationship plans.
6. Coordinate training sessions and workshops for Partner Fund officers and committees.
7. Track adoption plans, recurring deliverables and Partner Fund interactions.
8. Manage document-sharing platforms and Partner Fund documentation.
9. Identify improvements to CRM processes, reporting quality, data standards and customer experience.
10. Ensure work meets internal standards, procedures and regulatory requirements.

About you – and the value you’ll bring to our team

You’ll bring:

1. Strong interpersonal and communication skills.
2. Experience in client service, reporting, operations or relationship support within asset management, investment consultancy, pensions or a similar institutional environment.
3. A good understanding of financial markets, investment products and UK pensions.
4. Experience preparing governance materials, reports, committee papers or oversight documentation.
5. Strong analytical, problem-solving, organisational and time-management skills.
6. Experience resolving client queries by coordinating timely, accurate responses across teams.
7. Experience maintaining CRM systems, client records and data quality.
8. The ability to explain technical information clearly to different audiences.
9. An understanding of compliance, regulatory expectations and internal controls.
10. High integrity, sound judgement and confidence when handling sensitive or time-critical matters.

Why join Border to Coast?

At Border to Coast, you will receive competitive remuneration and have access to excellent benefits:

1. Vitality Health Insurance for all employees
2. Employee Assistance Programme
3. A generous holiday allowance of 30 days a year, plus bank holidays
4. Professional Development including the opportunity to gain fully funded qualifications (e.g. IMC and CFA)
5. Critical Illness Cover
6. Pension scheme
7. Stunning Leeds city centre location only a short walk to the train station
8. Cycle to work scheme
9. Life Assurance of 6 times of salary
10. Sustainable travel plans
11. Range of discounts for Leeds gyms, shops and restaurants
12. Hybrid working
13. Onsite gym

There’s also more information about pay and reward, careers at Border to Coast and how we work on our website

https://www.bordertocoast.org.uk/careers/

We welcome applications from people of all experience levels and backgrounds and value diversity of thought. We are committed to creating an inclusive and engaging workplace, ensuring that colleagues maintain a work life balance. We encourage colleagues to progress, be themselves and be their best through both personal and professional development.

If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we would be happy to discuss making reasonable adjustments to our processes for you. Please contact our recruitment team at recruitment@bordertocoast.org.uk

We’re looking for people with the right values, behaviours, skills and experiences and if you meet some of the role’s criteria and are interested in finding out more about Border to Coast and the team, we’d love to hear from you.

About Us

Based in Leeds, Border to Coast is the largest LGPS (Local Government Pension Scheme) pool in the UK. It is owned by 18 Local Government Pension Schemes funds (‘Partner Funds’)which collectively represent over 5,000 employers and two million members.

The Partner Funds are Bedfordshire, Cambridgeshire, Cumbria, Durham, East Riding, East Sussex, Essex, Hertfordshire, Kent, Lincolnshire, Northamptonshire, North Yorkshire, South Yorkshire, Surrey, Teesside, Tyne and Wear, Warwickshire and West Sussex.

The 18 Partner Funds have approximately £120bn of assets, strengthening the Border to Coast partnership’s ability to harness scale to be more effective, more resilient, and more impactful.

Border to Coast Pensions Partnership Ltd is authorised and regulated by the Financial Conduct Authority. Registered in England Number: 10795539 and Registered Office: 5th Floor, Toronto Square, Toronto Street, Leeds, LS1 2HJ.

Further details can be found at

https://www.bordertocoast.org.uk/

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