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For Companies At a Glance
- Tasks: Provide top-notch customer service and resolve queries in a fast-paced environment.
- Company: Waystone, a leading asset-servicing solutions provider with over 25 years of experience.
- Benefits: Fixed-term contract with opportunities for professional growth and development.
- Other info: Collaborative work culture with a focus on teamwork and flexibility.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: Experience in financial services and excellent customer service skills required.
The predicted salary is between 30000 - 40000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Please note this is a fixed-term contract for 12 months.
About Waystone
Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years' experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion.
Summary
Reporting to the Customer Services Assistant Manager, the Senior Customer Service Representative will provide exceptional customer service and technical expertise on all inbound/outbound contact.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- The role holder will be subject matter experts, customer-facing in a regulated, fast-paced and changing environment and should demonstrate role model behaviours and evidence good customer outcomes.
- They will have a background in financial services and understand the importance of getting things right first time and support their colleagues to do the same by always demonstrating professional behaviours.
- The role holder will resolve queries at first point of contact in addition to any initial areas of customer dissatisfaction.
- They will demonstrate accuracy in their work, attention to detail, ensuring written and verbal communications are correct at the first point of contact.
- Effective teamwork and inclusive, collaborative working is essential.
- Flexibility in approach to work and skills is key as requirements may change throughout the course of the day.
- Each employee has a responsibility to adhere to Waystone's policies, procedures and service level agreements.
REQUIREMENTS
- Strategic Focus
- Effectively handle and resolve customer queries through all channels and in line with SLAs and regulation.
- Encourage active first contact resolution of queries.
- Advocate role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels.
- Act as a point of contact for less experienced CSC colleagues.
- Provide support to the leadership teams as required across Transfer Agency.
- Encourage active complaint resolution at first point of contact.
- Strong background in a Financial Services/Funds industry.
- Good understanding of when/how to acknowledge complaints.
- Good understanding of how/when to identify breaches and incidents.
Experience and Personal Attributes
- Excellent and proven customer service skills.
- Up to date financial services industry awareness and understanding.
- Ability to provide support to less experienced colleagues.
- Influence internal and external stakeholders and clients.
- Strong interpersonal skills.
- Excellent team working and collaboration.
- IOC modules - module 1 is desirable.
Senior Customer Service Representative FTC in Leeds employer: Waystone Governance Ltd.
Contact Detail:
Waystone Governance Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Representative FTC in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by practising common customer service scenarios. Think about how you'd handle tricky situations or complaints, especially in a fast-paced environment. Show them you can resolve issues at first contact!
✨Tip Number 3
Don’t forget to showcase your teamwork skills! Be ready to share examples of how you've collaborated with colleagues to achieve great customer outcomes. Employers love to see that you can work well with others.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles that match your skills and experience right there.
We think you need these skills to ace Senior Customer Service Representative FTC in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Service Representative role. Highlight your experience in financial services and any relevant skills that match the job description. We want to see how you can bring your unique expertise to our team!
Show Off Your Customer Service Skills: Since this role is all about providing exceptional customer service, share specific examples of how you've resolved customer queries or complaints in the past. We love seeing real-life scenarios where you've made a difference!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and make sure your written communication is accurate. Remember, attention to detail is key in this role, so let that shine through in your application!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Waystone!
How to prepare for a job interview at Waystone Governance Ltd.
✨Know Your Stuff
Make sure you brush up on your knowledge of the financial services industry. Understand the key terms and concepts that are relevant to the role, especially around customer service in a regulated environment. This will help you answer questions confidently and show that you're serious about the position.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer queries or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your ability to handle challenging situations effectively, which is crucial for this role.
✨Emphasise Teamwork
Since teamwork is essential for this position, think of instances where you've collaborated with colleagues to achieve a common goal. Be ready to discuss how you support less experienced team members and contribute to a positive work environment. This will highlight your collaborative spirit.
✨Be Flexible and Adaptable
The job requires flexibility in approach, so be prepared to discuss how you've adapted to changing circumstances in previous roles. Share specific examples of how you've managed shifting priorities or unexpected challenges while maintaining high standards of customer service.