Senior Client Support Specialist

6 days ago


Wrexham, Wrexham, United Kingdom DTCC Full time

Make a lasting impact at DTCC, where innovation meets collaboration. As a Senior Client Support Specialist, you'll be at the forefront of delivering exceptional client experiences, driving growth, and fostering a thriving community.

About the Role

We're seeking an experienced professional with a passion for client support to join our dynamic team. In this role, you will handle incoming client calls, web portal queries, and emails, providing timely resolutions and expert advice to clients across various business lines.

Key Responsibilities

  1. Handle high-volume client inquiries via phone, email, and web portal, ensuring first-call resolution and escalating complex issues when necessary.
  2. Analyze and communicate updates and resolutions to clients in a timely manner, meeting query management expectations.
  3. Prioritize and follow escalation procedures on critical service disruptions, maintaining accurate case management information.
  4. Collaborate with internal teams, including product management, relationship management, technology, and application development, to provide proactive monitoring and response to clients.
  5. Distribute client notifications with relevant business approval to inform clients of system downtimes, service disruptions, or proactive outreach.

Requirements

  • Bachelor's degree preferred or equivalent experience.
  • Minimum of 2 years of related experience in client support or a similar field.
  • Superior communication, interpersonal, and listening skills, with excellent verbal and written English communication skills.
  • Excellent troubleshooting and customer service skills, with the ability to create accurate documentation and make decisions in high-pressure environments.

What We Offer

DTCC offers a competitive salary range of £24,000-£26,000 per annum, plus bonus opportunities. Additionally, we provide comprehensive health and life insurance, pension/retirement benefits, paid time off, and other leaves of absence to support your physical, financial, and emotional well-being.

Our Work Culture

We foster a flexible/hybrid work model, allowing you to balance work-life harmony. Enjoy 3 days onsite and 2 days remote, with Tuesdays, Wednesdays, and one additional day of your choice dedicated to onsite work.



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