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 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 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
Senior Customer Service Representative in Leeds employer: Waystone Governance Ltd.
Waystone Governance Ltd. is an exceptional employer that fosters a dynamic and collaborative work culture, where innovation and creativity are highly valued. Employees benefit from comprehensive professional development opportunities and a supportive environment that encourages growth within the financial services sector. Located in a vibrant area, Waystone offers unique advantages such as flexible working arrangements and a commitment to employee well-being, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Waystone Governance Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Waystone Governance Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Representative in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Waystone Governance Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Waystone Governance Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Waystone Governance Ltd.!
How to prepare for a job interview at Waystone Governance Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
