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For Companies At a Glance
- Tasks: Be the first point of contact for clients, providing support and resolving issues.
- Company: FNZ is a global wealth management platform helping millions invest in their future.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a team that values customer care and makes a real impact in finance.
- Qualifications: Attention to detail, customer service skills, and familiarity with financial markets preferred.
- Other info: Experience in finance or IT is a plus, but not essential.
The predicted salary is between 28800 - 43200 £ per year.
This role is the first point of contact for all internal and external Customer Service Centre clients, providing initial triage, first line support, routing issues to the relevant FNZ support teams and dealing with initial escalations. Supporting our valued clients is one of the most important roles within FNZ. As a Support Officer, this role is at the forefront of customer care and will provide a consistently excellent service to our clients whilst maintaining SLAs.
Customer Service Centre Support sits within the CEO function of FNZ. This position is part of the Figaro and FNZ Securities Support Services team that reports to the Head of Support Services.
Team Responsibilities
- Application Support – ensure that the application is working correctly as deployed.
- Issue Management – analyse, investigate and resolve incidents within published KPIs.
- Provide effective support of issues raised by FNZ clients for Figaro and other FNZ applications.
- Diagnose problems and analyse the system to both resolve issues and improve the service.
- Change Management – deliver changes to data and configuration where required, following all agreed change management procedures.
- Project Handover – keep abreast of new projects coming through the pipeline to ensure knowledge is up to date prior to delivery into production.
Specific Role Responsibilities
- Providing first line support within the Support Services team.
- Be the first point of contact for client-raised issues either via the ticketing tool, or by telephone or email.
- Log/review and carry out first line duties on issues via the ticketing tool.
- Assist in the allocation of all new support issues to responsible support analysts and teams.
- Pro-actively track progression of Business Critical Incidents and update internal stakeholders with progression/resolution summary.
- Follow up on Incidents where the action is with the client.
- Appropriately route service requests/enquiries to relevant parties.
- Meet first line Service Level Agreement (SLA) expectations.
- Monitor and police outstanding issues to check correct standards of Incident maintenance, quality and timeliness of communication and agreed SLA levels are being met and to escalate where failings are detected as appropriate.
- Provide ad-hoc and regular MI reports on BAU support, service and trends.
- Arrange and run regular client facing support meetings with clients where appropriate.
- Be responsible for maintaining the Support Services procedural documents and making them available to all staff.
- Carry out any other Support Services duties that may be reasonably required.
Performance Assessment
- KPI reporting – issue management performance against KPIs.
- Customer/Internal Feedback - communication skills, responsiveness, and accuracy of information/analysis may be assessed using feedback.
- Time Management – Regular tasks/reporting completed accurately and on time.
Experience required
- Keen attention to detail.
- Experience of ticket and incident management.
- Excellent Customer service skills.
- Good use of Microsoft packages particularly Word and Excel.
- Experience in Finance, IT or project management desirable but not essential.
- Excellent organisational, administration and time management skills.
- Good team communication skills, confident in dealing with internal and external clients.
- Interest/familiarity with financial markets and products.
About FNZ
FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA). Together with our customers, we help over 20 million people from all wealth segments to invest in their future.
Customer Service Centre Support Officer employer: FNZ
Contact Detail:
FNZ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Centre Support Officer
✨Tip Number 1
Familiarise yourself with FNZ's products and services. Understanding the financial markets and the specific applications you'll be supporting will give you an edge in conversations during the interview process.
✨Tip Number 2
Brush up on your customer service skills. Since this role is all about providing excellent support, think of examples from your past experiences where you've successfully resolved customer issues or improved client satisfaction.
✨Tip Number 3
Get comfortable with ticketing and incident management systems. If you have experience with similar tools, be ready to discuss how you've used them to manage and resolve issues efficiently.
✨Tip Number 4
Prepare to demonstrate your organisational and time management skills. Think of specific instances where you've managed multiple tasks or projects simultaneously, as this will be crucial for meeting SLAs in the role.
We think you need these skills to ace Customer Service Centre Support Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Service Centre Support Officer position. Tailor your application to highlight relevant experiences that align with these duties.
Highlight Relevant Skills: Emphasise your customer service skills, attention to detail, and experience with ticket and incident management in your CV and cover letter. Provide specific examples of how you've successfully handled similar tasks in the past.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and FNZ as a company. Mention your familiarity with financial markets and your ability to work under pressure while maintaining high service standards.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at FNZ
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Service Centre Support Officer. Familiarise yourself with the key tasks such as issue management, application support, and change management. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer service, be prepared to share examples from your past experiences where you successfully handled customer inquiries or resolved issues. Highlight your communication skills and ability to remain calm under pressure.
✨Familiarise Yourself with Ticketing Systems
As you'll be using a ticketing tool to log and manage issues, it’s beneficial to have some knowledge of how these systems work. If you have experience with any specific tools, mention them, and if not, express your willingness to learn quickly.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would handle specific situations. Think about potential challenges you might face in this role and how you would approach resolving them effectively.
