Customer Service Representative, Cm

1 week ago

Leeds, Leeds, United Kingdom Link Group Full time
**Overview
You will be responding to customer queries from shareholders and employees (or their appointed representative). Technical and soft skills training will be provided.


You will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner.


Upon commencing your 6 month probationary period you will be required to begin study for module 1 of the Investment Operations Certificate which will be funded by Link and is an industry recognised certification.

Following this there may be further study opportunities and/or learning through an Apprenticeship scheme.

Key Accountabilities and main responsibilities

  • Identify opportunities for process improvements that positively impact the customer's experience
  • Effectively respond to inbound contact from customers and their representatives in line with service levels and at first point of contact
  • Adhere to Identification & Verification checks (ID&V) on all enquiries and in line with procedures
  • Develop and demonstrate expert knowledge and awareness of our products & procedures and ensure this knowledge is kept up to date by completing mandatory training and responding to coaching and other learning
  • Demonstrate strong verbal communication skills and a passion for great customer service. Identify the customers' needs and respond positively and professionally.
  • Escalate queries, complaints, risks and issues promptly in line with procedures
  • Accurately record information in the relevant systems
  • Use core systems to effectively respond to service enquiries
  • Support and assist other teams / projects as requested
  • Respond to feedback and identify own areas for learning and selfdevelopment and take responsibility for own performance
  • Ensure adherence to legal and regulatory requirements
  • Support Link Group assurance programs that deliver effective risk management and compliance practices
  • Demonstration of successful study at GCSE level and above
  • Working knowledge of Microsoft Office programs (Outlook and Word)
  • Customer Service/Contact Centre Experience

Experience & Personal Attributes

  • Proven experience within a Customer Service Contact Centre environment?
  • GCSE (or equivalent) Maths and English grade C or above
  • Proven experience of working (and delivering) to daily, weekly and monthly targets?
  • Experience within the Financial Services industry
  • Strong communication skills both written and verbal
  • Customer focus and a desire to resolve queries
  • Strong problem solving ability and good attention to detail
  • Investment Operations Certificate (IOC) qualification or working towards (desirable)
Link Group is a leading fund administration and share registry specialist.

We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs.

Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner.

Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders.

Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, and employee share plans.

We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.


Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division.


Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

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 the Link Group journey and together we will achieve our full potential.


We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics 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.

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