Senior Adviser Support Executive

About the Role

At Morningstar, our purpose is to Empower Investor Success. We combine trusted data and research with innovative design and technology to help investors and advisers make confident financial decisions.

The Morningstar Wealth Platform supports advisers and investors across the globe, enabling collaboration throughout the financial journey and delivering intuitive, engaging digital experiences. By using data, insight, and technology, we connect people worldwide to the tools and information they need to succeed.

We're looking for an experienced Senior Adviser Support Executive to deliver high-quality service to our international client base. This role is suited to someone who already has significant experience within financial services and is confident supporting advisers across a wide range of platform, investment and operational queries.

In addition to delivering excellent client service, the Senior Adviser Support Executive will act as a subject matter expert within the team, supporting colleagues with complex cases, sharing technical knowledge and contributing to the continuous improvement of the Adviser Support function.

The Role

This is a varied and fast-paced role where no two days are the same. You'll support advisers located across multiple countries and regions, dealing with a broad range of questions covering platform functionality, investment products and tax wrappers.

While you'll primarily cover core UK business hours, your work will have a global impact and you'll regularly collaborate with colleagues in offices around the world.

You won't always have the answer immediately and that's expected. The role requires confidence, sound judgement and strong problem-solving skills to work through unfamiliar scenarios, identify common themes and deliver the right outcome for the client.

As a senior member of the team, you'll also be expected to support colleagues, help resolve more complex adviser issues and contribute to maintaining high standards across the function.

Key Responsibilities

• Deliver day-to-day inbound telephone and email support to advisers across a global client base, primarily during core UK hours.
• Support clients across all areas of the Wealth Platform, from technology and functionality to investments and tax wrappers.
• Build strong platform knowledge and develop into a subject matter expert (SME) on the Morningstar Wealth Platform.
• Confidently handle a wide range of adviser queries, including complex or unfamiliar scenarios where the solution may not be immediately clear.
• Apply experience, judgement and problem-solving skills to resolve issues efficiently and accurately.
• Analyse adviser usage to help clients get the most value from the platform and promote appropriate self-service.
• Proactively engage with advisers by delivering high-quality guidance and training.
• Capture and share client feedback to support continuous improvement.
• Work closely with teams across multiple global offices to ensure a consistent and high-quality client experience.

Additional Senior Responsibilities

• Act as a recognised subject matter expert for Adviser Support processes, platform functionality, investments and tax wrappers.
• Take ownership of the most complex, sensitive or escalated adviser queries through to resolution.
• Provide guidance, support and knowledge sharing to colleagues across the Adviser Support team.
• Assist with onboarding, training and development of new team members.
• Act as an escalation point for colleagues requiring additional technical or operational support.
• Identify recurring issues, trends and opportunities for service improvement and share recommendations with leadership.
• Support quality assurance activities and promote adherence to team standards, controls and best practice.
• Contribute to business projects, system enhancements, user testing and process improvement initiatives.
• Build strong relationships with stakeholders across the business to support exceptional client outcomes.

Skills & Experience

Experience & Soft Skills (Essential)

• 4+ years' experience in a financial services role such as administration, support or advisory.
• Experience handling UK inbound calls, ideally within a platform or adviser support environment.
• Strong communication skills and confidence engaging with clients via phone and email.
• Comfortable working in a varied role that requires adaptability and decision-making.
• Highly empathetic, client-focused and calm under pressure.
• Strong teamwork skills with the ability to collaborate effectively with colleagues across different regions and time zones.
• Motivated, engaged and keen to continue developing professionally.

• Experience dealing with complex or escalated adviser queries.
• Experience supporting colleagues through coaching, mentoring or knowledge sharing is highly desirable.

Soft skills are essential, success in this role depends on your ability to build trust, explain clearly and support advisers with confidence.

Technical Skills

• Understanding of investment platforms, products and tax wrappers, such as ISAs and SIPPs.
• Strong Excel and data entry skills, with confidence navigating multiple systems.
• Comfortable learning new technology and processes.

• Advanced problem-solving skills with the ability to investigate and resolve complex operational issues.
• Strong understanding of platform processes, controls and risk awareness within a regulated environment.

Hybrid Working

Morningstar operates a hybrid working model, combining in-office collaboration with flexibility. You'll work alongside your local team during the week, with the option to work remotely one day per week, while remaining closely connected to colleagues and clients across the globe.

Bonus Target:

We expect the compensation and target bonus for this role to fall within the stated range. The specific compensation offered will depend on the candidate’s qualifications, experience, and other job-related factors.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.