Job Title:

Relationship Consultant

Reports To:

Neil Fellows

Name :

Date:

April 2026

Job Purpose

The Relationship Consultant is responsible for supporting customer growth and delivering exceptional customer service by building, managing, and deepening client relationships. The role focuses on growing and optimising the customer portfolio through proactive engagement and effective service delivery, while ensuring compliance with governance and operational requirements.

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Customer Growth

Support net growth through proactive and reactive customer engagement activities

Grow the active customer account base to increase client penetration

Identify and maximise cross‑sell opportunities within the business portfolio

Track, control, and influence operational activities to support the team in achieving agreed sales targets and improving customer efficiency

Customer Experience

Support the team’s delivery of exceptional customer experience in line with Balanced Scorecard standards

Build and maintain strong, long‑term client relationships

Administration & Controls

Support the provision of accurate and reliable activity and service statistics

Deliver efficient administrative support through timely planning, reporting, and system updates

Check transactions daily to ensure new business applications are completed within agreed timelines

Conduct ad hoc support and special projects as appropriate

Provide cover for team members where necessary

Governance & Development

Ensure compliance with legislative, regulatory, and audit requirements

Take accountability for own professional development and continuous skills improvement

Professional Qualifications & Minimum Relevant Experience

· 5 GCSES, equivalent grade C or above, including English and Math.

· No previous experience is required however, an understanding of banking principles would be advantageous.

Skills & Knowledge

Key areas are as follows:

· Comprehensive knowledge of fiduciary services practice.

· Analytical and problem-solving skills.

· Understanding of the subject in order to explain both the concept and principles to clients, staff and Group representatives.

· Knowledge of investment products, and principles of accountancy, commercial law and asset management.

· Strength in written and spoken communication and maintaining Group relations.

· Software skills in Excel, Word and other internal software systems.

· Comprehensive knowledge of compliance issues, internal procedures and rules.

· Supports the Relationship Manager / Relationship Head by coordinating client engagement and ensuring continuity across the client relationship

· Enables high‑quality service delivery by managing follow‑ups, issue resolution, and end‑to‑end operational coordination

· Acts as a key interface between clients, internal teams and partners (including FNBIT) to ensure alignment and execution

Key Competencies:

Service orientation, problem‑solving, execution discipline, ownership and accountability, Stakeholder management, collaboration, influencing without authority, prioritisation, Sound judgement, organisation and planning, resilience, ability to work independently.

General

The job holder may be required to work extra hours as and when required.