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- Tasks: Be the first point of contact for clients, providing support and resolving issues.
- Company: Join FNZ Group, a leader in financial services and client support.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by helping clients and enhancing their experience.
- Qualifications: Attention to detail and good communication skills are essential; finance knowledge is a plus.
- Other info: This role is perfect for those looking to kickstart their career in customer service.
The predicted salary is between 30000 - 42000 £ per year.
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Customer Service Centre Support Officer, Newcastle upon Tyne
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Client:
FNZ Group
Location:
Newcastle upon Tyne, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
bf551c3b1120
Job Views:
5
Posted:
29.06.2025
Expiry Date:
13.08.2025
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Job Description:
Description
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.
Organisational Design
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
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
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Customer Service Centre Support Officer employer: FNZ Group
Contact Detail:
FNZ Group 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 interviews.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Being able to clearly articulate solutions and updates to clients is crucial for this role, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Get comfortable with ticketing systems and incident management processes. If you have experience with similar tools, be ready to discuss how you've used them effectively in past roles.
✨Tip Number 4
Showcase your organisational skills by preparing examples of how you've managed multiple tasks or projects simultaneously. This will demonstrate your ability to meet SLAs and handle high-pressure situations.
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 skills in customer service, issue management, and communication. Mention any experience with ticketing systems or incident management, as well as your proficiency in Microsoft Word and Excel.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and the company. Use specific examples from your past experiences to demonstrate how you can contribute to FNZ Group's customer service excellence.
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, which is crucial for the role.
How to prepare for a job interview at FNZ Group
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Service Centre Support Officer. Be prepared to discuss how your skills and experiences align with the specific tasks mentioned, such as issue management and application support.
✨Showcase Your Communication Skills
Since this role involves being the first point of contact for clients, it's crucial to demonstrate your communication skills during the interview. Practice clear and concise explanations of past experiences where you successfully resolved client issues or escalated matters appropriately.
✨Familiarise Yourself with Ticketing Systems
As you'll be using a ticketing tool to log and manage issues, it’s beneficial to have a basic understanding of how these systems work. If you have experience with any ticketing software, be ready to discuss it and how it helped you in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle customer interactions. Think of examples from your past where you had to diagnose problems or manage incidents, and be ready to explain your thought process and actions taken.