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- Tasks: Deliver 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: Gain valuable experience in financial services and develop your customer service skills.
- Other info: Flexible work environment with opportunities for professional growth.
- 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.
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.
- 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 FTC in Leeds employer: Waystone
Contact Detail:
Waystone 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 a lead or can put in a good word 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, as this role is all about resolving issues at first contact. Show them you’ve got the skills!
✨Tip Number 3
Don’t forget to research Waystone! Familiarise yourself with their services and values. This will not only help you tailor your responses but also show that you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen to join the team. Let’s get you that Senior Customer Service Representative role!
We think you need these skills to ace Senior Customer Service Representative FTC in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to 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 expertise to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've resolved customer queries effectively and demonstrated professional behaviours in previous positions.
Showcase Your Team Spirit: Since teamwork is key at Waystone, make sure to mention any experiences where you've collaborated with others to achieve great results. We love seeing candidates who can work well with their colleagues and contribute to a positive work environment!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at Waystone!
How to prepare for a job interview at Waystone
✨Know Your Stuff
Make sure you brush up on your financial services knowledge. Understand the key concepts and regulations that govern the industry, as well as Waystone's specific services. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples of how you've handled customer queries in the past, especially in challenging situations. Highlight your ability to resolve issues at the first point of contact and demonstrate your commitment to delivering exceptional service.
✨Be a Team Player
Waystone values collaboration, so be ready to discuss how you've worked effectively in teams before. Share instances where you've supported colleagues or contributed to a positive team environment, as this will show that you can fit into their culture.
✨Flexibility is Key
The role requires adaptability, so think of examples where you've successfully adjusted to changing circumstances. Whether it's shifting priorities or new processes, demonstrating your flexibility will reassure them that you can thrive in a fast-paced environment.