Customer Services Technician Job in Leeds

Customer Services Technician Job in Leeds. Apply for the latest Leeds jobs in Accounting/Financial/Insurance.

Customer Services Technician Job in Leeds

Job Description
Overview

Customer Services Technician

Leeds City Centre

Monday to Friday – 08:30 – 17:00 / 09:00 – 17:30

£ competitive + benefits

Are you looking to develop your career in Customer Service?

Join us at Link Group and you’ll not only develop your career with us but you’ll have the opportunity to study for the IOC, Investment Operations Certificate which is fully funded and supported, leading to a salary increase once qualified

As a Customers Service Technician working in our Funds Solutions team, you will manage all inbound communications via calls and emails from our investors and clients in a timely and professional manner while adhering to FCA regulations. The role of our Customers Service Technician is based at our brand-new state of the art office in Leeds City Centre.

If you’re looking for your next step within Customer Service, then this could be a great opportunity for you!

What you will be doing:

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 correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels

Support processes and procedures being 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

Operational Management

Outstanding and proven customer service skills

Proven experience in a Financial Services environment 

Strong and effective written and verbal communication skills

Act as “go to” point of referral from and to operational/CSC peers

Understanding of good stakeholder management and ability to support the Leadership team

People Leadership

Be focussed and active on becoming multi-skilled for own development

Be able to support others with own knowledge and skills

Strong influencing skills

Excellent ability to communicate at all levels

Provide coaching and feedback to operational/CSC teams as appropriate

Support Leadership teams when required

Ability to remain calm under pressure and work in a fast-paced environment

Governance & Risk

Technical expertise 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 appetite to work towards) IOC qualifications

Experience & Personal Attributes

Excellent and proven customer service skills in a Financial Services environment

Up to date financial services industry awareness and understanding

Experience in feedback delivery 

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

IOC modules (at least module 1) is desirable

What we’re looking for:

You must be able to demonstrate your ability to deliver an excellent customer service experience, this will ideally be gained in a previous telephone customer service role although we may look at other types of customer service experience.

Ideally you will have experience working within the financial services industry, however this isn't essential.

Other customer service experience can include any complaint handling, inbound processing and/or banking roles.

Good standard of education – Maths and English GCSE grade C+ are essential for this role.

Excellent telephone manner and the ability to always remain professional.

Able to multitask – deal with inbound calls as well as email correspondence.

Investment Operations Certificate (IOC) is preferred but not essential as we will provide the training and pay for these exams for you to study for this qualification as part of the role. Once passed you will receive a further £1,500 salary increase.

About 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 and well-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, private medical cover, life assurance, a cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…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 working from home, flexible working or working part-time options are available.

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 skills and develop in your career and we’ll provide the support you need to do just that

Job Type: Permanent, Full Time
Location: Leeds
Category: Accounting/Financial/Insurance
City: Leeds
County: West Yorkshire
Country: United Kingdom
Salary:
Benefits: