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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 is a leader in asset management services, managing over $2 trillion in assets.
- Benefits: Enjoy a collaborative work culture with opportunities for professional growth and development.
- Other info: Flexibility and teamwork are key; you'll be a role model for less experienced colleagues.
- Why this job: Join a dynamic team where your expertise makes a real impact on clients' investment goals.
- 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 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
Contact Detail:
Waystone 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 asset management. 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
Showcase your teamwork abilities by highlighting experiences where you collaborated with colleagues to achieve a common goal. This role values effective teamwork, so be prepared to discuss how you contribute to a positive team environment.
✨Tip Number 4
Research Waystone's policies and procedures to understand their approach to customer service. Being knowledgeable about their values and practices will demonstrate your genuine interest in the company during the interview process.
We think you need these skills to ace Senior Customer Service Representative
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Senior Customer Service Representative position at Waystone. Tailor your application to highlight your relevant experience in financial services and customer service.
Highlight Relevant Experience: In your CV and cover letter, emphasise your background in financial services and any specific achievements that demonstrate your ability to resolve customer queries effectively. Use examples that showcase your attention to detail and accuracy in communication.
Showcase Teamwork Skills: Waystone values effective teamwork and collaboration. Include examples in your application that illustrate your ability to work well with others, support colleagues, and contribute to a positive team environment.
Proofread Your Application: Ensure that your CV and cover letter are free from errors. Given the importance of accuracy in this role, a well-proofread application will reflect your attention to detail and professionalism.
How to prepare for a job interview at Waystone
✨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 Waystone's mission.
✨Emphasise Teamwork and Collaboration
Waystone values effective teamwork, so be sure to share experiences that showcase your ability to work collaboratively. Discuss how you've supported colleagues in the past and contributed to a positive team 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 regulations and service level agreements.