Customer Service Support

2 weeks ago


Liverpool, United Kingdom Search Consultancy Full time

My client based in Liverpool is looking to recruit a Customer Service Support to work within their Operations Division.

As the Support Desk Representative, you'll be passionate about people and have a natural flair for guiding clients towards solutions when they get stuck. In this role, clients will be both our valued customers and our fantastic colleagues. We're looking for you to converse with confidence as you listen and resolve a range of system and 'How do I' queries and questions.

Duties and responsibilities;
- Respond to client and colleague requests for assistance, guiding them with process, experience and system queries
- Assist end-users by directing them to available supporting material or information to improve their experience and ability to self-serve in the future
- Triage all client queries to ensure the best experience and resolution in a timely manner and escalate and articulate any significant issues to the appropriate owner including internal stakeholders and third parties as required
- Ensure all issues are resolved through effective issue recording, tracking and communication
- Ensure processes and policies are adhered to, upholding best risk management and compliance standards
- Share feedback and continuously improve supporting documentation for client and colleague use

The service desk opening times will be from 8am-6pm Monday to Friday and Saturday 8am-1pm. You will be expected to work Saturdays and some other out-of-hours working to support new product releases

You will need:

- Good experience and a proven capability of using CLM systems
- Confident communication skills with ability to guide others on a journey
- Excellent listening skills and ability to empathise with others
- Genuine passion for client service, engagement and experience

Client-facing or call centre or financial industry experience.



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