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For Companies At a Glance
- Tasks: Provide top-notch customer service and technical support in a fast-paced environment.
- Company: Waystone is a leader in asset management services, managing over $2 trillion in assets.
- Benefits: Enjoy flexible working options and a collaborative team culture.
- Other info: Opportunity to work towards IOC qualifications and support your colleagues.
- Why this job: Join a dynamic team where your skills can shine and make a real impact.
- Qualifications: Experience in financial services and excellent customer service skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
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 its clients structure, operate and grow through its 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.
They 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 for CSC colleagues
- Provide support to the leadership teams as required across Transfer Agency
- Encourage active complaint resolution at first point of contact
Governance & Risk
- 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
- Working towards (demonstrating an appetite to work towards) IOC qualifications
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
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Senior Customer Service Representative 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
✨Tip Number 1
Familiarise yourself with the financial services industry, especially the asset management sector. Understanding the key players and current trends will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Demonstrate your customer service skills by preparing examples of how you've resolved complex queries in the past. Be ready to discuss specific situations where you showcased your ability to handle complaints effectively.
✨Tip Number 3
Highlight your teamwork experience, as collaboration is essential for this role. Think of instances where you've worked closely with colleagues to achieve a common goal or improve customer satisfaction.
✨Tip Number 4
Show your willingness to learn and grow within the company. Mention any relevant qualifications you're pursuing, like IOC modules, to demonstrate your commitment to professional development in the financial services field.
We think you need these skills to ace Senior Customer Service Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, particularly in the financial services sector. Emphasise any roles where you resolved customer queries effectively and demonstrated strong interpersonal skills.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about customer service and how your background aligns with Waystone's values. Mention specific examples of how you've successfully handled customer complaints or queries in the past.
Showcase Relevant Skills: Highlight your ability to work in a fast-paced environment and your attention to detail. Mention any relevant qualifications, such as IOC modules, and how they contribute to your capability in this role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. Ensure that all written communications are clear and professional, reflecting the high standards expected in the financial services industry.
How to prepare for a job interview at Waystone Governance Ltd.
✨Showcase Your Customer Service Skills
Be prepared to discuss specific examples of how you've provided exceptional customer service in the past. Highlight situations where you resolved issues quickly and effectively, as this role requires a strong focus on first contact resolution.
✨Demonstrate Financial Services Knowledge
Since the position is within the financial services sector, brush up on industry terminology and current trends. Be ready to explain how your background aligns with the requirements of the role and how you can contribute to the company's goals.
✨Emphasise Teamwork and Collaboration
This role values effective teamwork, so be sure to share experiences where you've successfully collaborated with colleagues. Discuss how you support less experienced team members and contribute to a positive work environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Practice articulating your thought process and the steps you would take to resolve customer issues while adhering to company policies.