Senior Customer Service Representative

3 days ago


Leeds, United Kingdom LINK GROUP Full time

**Senior Customer Service Representative**
**Leeds City Centre**
**£ competitive + benefits**
**Are you looking to develop your career in Customer Services?**
You will ensure that customer service excellence is delivered through all contact channels both direct to customer and via intermediaries and will be the senior admin members of the customer service team who support less experienced administrators and the leadershipteam.
Engagement with platform and distributors will also be integral in addition to being able to execute telephone dealing instructions. Specialist technical knowledge and experience in the industry around generalist products is desirable with experience of workingwithin financial services and within specialist and regulated teams is essential.
If you’re looking to develop your career in Customer Service then this may be the role for you
**What you’ll be doing**:

- Support the immediate and wider team with driving change
- Support the leadership team with current and potential client onboarding
- Proactively develop and strengthen customer relationships
- Take accountability for day-to-day resourcing and management of the team
- Functioning as a technical specialist around platform and distributor queries
- Resolve queries at first point of contact and ensure referral to relevant external parties as appropriate
- Support Complaints Associates by taking referrals and adopting first contact resolution tactics
- Deliver world class customer service in all interactions with customers and their representatives
- People Leadership
- Act as a referral point for less experienced members of the team on technical and industry queries
- Maintain responsibility for own development
- Keep up to date with own professional accreditation and examinations
- Act as a senior member of the customer agent team who has the capability and aptitude to be multi and cross skilled across skill sets

**What we’re looking for**:

- IOC module 1 and a clear plan of working towards full IOC (3 modules)
- Experience in Financial Services and Customer Servicing
- A personal desire to service customers and provide excellent end to end client experience
- Personal commitment to and visible role modelling of the organisation's behaviours and values
- A positive “can do” and forward-thinking mindset, with a desire to support and coach others as required
- Strong written and verbal communication skills
- Ability to deliver training to others as required
- Strong teamwork ethic
- Strong and demonstrated technical awareness
- Ability to influence others and manage resources as requiredOpen to managing and driving loca...



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