At a Glance
- Tasks: Deliver exceptional customer service and resolve complaints with expertise.
- Company: Waystone, a leading asset-servicing solutions provider with 25 years of experience.
- Benefits: Competitive salary, career development opportunities, and a supportive team environment.
- Other info: Opportunity to grow within a reputable company in the financial services industry.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: Proven customer service skills and a passion for problem-solving.
The predicted salary is between 29700 - 36300 £ 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 Experience & Distributor Support Manager, the Senior Customer Resolution Associate will provide exceptional customer service and technical expertise, particularly when dealing with complaints and expressions of dissatisfaction and effectively handle referrals from colleagues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The role of the Senior Customer Resolution Associate will be based within the Leeds Customer Resolution team and dedicated to supporting the business in providing service excellence to Transfer Agency Clients. A key aspect of this role is to ensure the Customer Resolution team deliver and maintain high quality, accurate and outstanding customer service to the business, client and shareholder always. The role is responsible for the day-to‑day technical referrals within the team, providing daily resource management of cases, ensuring the team provide quality complaint resolutions whilst meeting/exceeding service levels. The role holder should have an excellent understanding of our business, the industry and be expert in handling complaints and be able to act as a subject matter expert between operational areas and compliance. They will support the broader Transfer Agency teams and aid their own Manager and the Leadership team. An ability to provide and effectively communicate at all levels accurate complaint related MI. Demonstrate a keen eye for detail and ability to review and feedback on all aspects of the teams’ work.
REQUIREMENTS
- Strategic Focus
- Effectively handle and resolve customer dissatisfaction through all channels and in line with SLAs and industry regulation.
- Encourage and demonstrate active first contact resolution of queries and complaints.
- Advocate correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels.
- Ensure complaint processes and procedures are kept up to date.
- Act as a central referral point for CSC colleagues.
- Provide support to the leadership teams as required across Transfer Agency.
- Ensure all teams are accountable and respond in a timely manner to customer queries and complaints.
- Governance & Risk
- Technical expertise in a Financial Services / Funds industry (desirable).
- 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 in a Financial Services environment (desirable).
- Up to date financial services industry awareness and understanding (desirable).
- Experience in the delivery of feedback.
- Ability to act as a coach and mentor to less experienced colleagues.
- Influence internal and external stakeholders and clients.
- Strong interpersonal skills.
- Excellent team working and collaboration.
Senior Customer Resolutions Associate in Leeds employer: Waystone
Waystone is an exceptional employer that fosters a dynamic and innovative work culture, making it an ideal place for an Events Manager to thrive. With a strong emphasis on employee growth and development, Waystone offers opportunities to lead impactful global events that enhance brand awareness and client engagement, all while being part of a collaborative team dedicated to excellence. Located in a vibrant financial hub, employees benefit from a stimulating environment that encourages creativity and strategic thinking, ensuring a rewarding career path in the asset-servicing industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Resolutions Associate in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Waystone. 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 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 Resolutions Associate 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:Your cover letter is your chance to shine! Tell us why you want to work at Waystone 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!
How to prepare for a job interview at Waystone
✨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.
