Senior Customer Service Representative

Job Description

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported.We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diversecharacteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. Candidatesmust have the relevant work rights to be considered for an opportunity at this company. Successful applicants will be required to complete background screening prior to commencement of employment.OverviewThis is a varied and challenging role, handling a high volume of complaints, high value trades, allocating internal referrals through work flow, handling telephone and email enquiries in a fast-paced environment. Full training will be provided.You will need to demonstrate excellent customer service skills and a positive and flexible attitude.After the successful completion of your probation you can be enrolled onto our apprenticeship scheme where you will complete Investment Operations Administrator – level two. The apprenticeship is the first step in building a broad understanding of the purposeand structure of the financial services industry, our organisation, its function within the industry and the role in which you play.Key Accountabilities and Main ResponsibilitiesEfficiently handle inbound contact – both phone calls and emails - within our contact centre, providing information on a shareholder/employees financial investment. Establish expert knowledge and awareness of our products & procedures and ensure this knowledge is kept up to date by completing mandatory training / regular reading within the prescribed timeframe.Demonstrate strong verbal communication skills and a passion for great customer service. Use appropriate methods to lead the conversation, identify and meet caller’s needs whilst keeping call duration within the set targetsSupport the triaging of high value trades to the executive dealing teamProvide first line support for Customer service Representative queries using Microsoft teams to provide first call resolutionAllocate internal referrals (Pega) to key business stakeholdersEscalate and where possible manage escalated queries, complaints, data breaches, risks and issues promptly and to resolution.Accurately record information in the relevant systemsUse core systems to interrogate and / or update data and deal with service enquiriesIdentify opportunities for process improvements that positively impact the customer’s experienceSupport and assist other teams / projects during busy periods, holidays and absenceBe responsible for your self-development and pro-actively progress your own trainingEnsure that individual set targets and objectives are achievedExperience & Personal AttributesMinimum GCSE level (or equivalent)Working knowledge of Microsoft Office programs (Outlook and Word)Confident communication skills – both written and oralDemonstrates professionalism by possessing an in-depth understanding of good customer serviceAbout Link Group / Fund Solutions:Our Funds Solutions division is a leading independent Authorised Fund Manager and provider of fund administration and transfer agency services. We leverage our specialist knowledge and technology to support traditional and alternative funds in UK, Ireland,Luxembourg and Australia, manage £100bn of assets with circa 500 people.With a focus on strong governance, regulatory expertise and risk management, our business helps to manage regulatory compliance for asset managers and investors. Our unique place in the market, combined with our partnership approach, depth of experience andwell-invested systems, enables us to support investment managers through the challenges of changing market and investor needs, and, as a result, help them to enhance returns, minimise costs and mitigate their risks.What’s in it for you•A very competitive basic salary plus benefits.•23 days’ holiday to start, (rising to 25) plus Bank Holidays, with the opportunity to buy extra leave.•Company matched pension scheme, life assurance, a cycle2work scheme…and plenty more.•Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.•The possibility of a hybrid work approach.•You’ll get the chance to follow your chosen career path anywhere in Link Group. You’ll be joining a network of 7,000 experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skillsand develop in your career and we’ll provide the support you need to do just that.What we hope you’ll do next:Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.