Senior Customer Service Representative

5 days ago

Leeds, United Kingdom LINK GROUP Full time

**Overview**

**Leeds City Centre**
**Monday - Friday (No evenings or weekends)**
**£ Competitive + benefits**
**Are you looking to progress your Customer Service career?**
We are looking for a **Senior Customer Service Representative **to join our Leeds based team.
After the successful completion of your probation, you can be enrolled onto our apprenticeship scheme where you will complete the Investment Operations Administrator - level two. The apprenticeship is the first step in building a broad understanding of thepurpose and structure of the financial services industry, our organisation, its function within the industry and the role in which you play. Once this is passed you will be entitled to a salary uplift.
If you’re looking for your next step within banking/finance, then this could be a great opportunity for you.
**What you’ll be doing**:

- Establish expert knowledge and awareness of our products & procedures and ensure this knowledge is kept up to date by completing mandatory training / regular reading within the prescribed timeframe.
- Demonstrate strong verbal communication skills and a passion for great customer service.Use appropriate methods to lead the conversation, identify and meet caller’s needs whilst keeping call duration within the set targets
- Support the triaging of high value trades to the executive dealing team
- Provide first line support for Customer service Representative queries using Microsoft teams to provide first call resolution
- Allocate internal referrals (Pega) to key business stakeholders
- Escalate and where possible manage escalated queries, complaints, data breaches, risks and issues promptly and to resolution.
- Accurately record information in the relevant systems
- Use core systems to interrogate and / or update data and deal with service enquiries
- Identify opportunities for process improvements that positively impact the customer’s experience
- Support and assist other teams / projects during busy periods, holidays, and absence
- Be responsible for your self-development and pro-actively progress your own training
- Ensure that individual set targets and objectives are achieved

**What we’re looking for**:

- Previous customer service experience required - preferably within financial services or banking
- Minimum GCSE grade C level (or equivalent)
- Working knowledge of Microsoft Office programs (Outlook and Word)
- Confident communication skills - both written and oral
- Demonstrates professionalism by possessing an in-depth understanding of good customer service

**About Link Group / Corporate Markets**:
Link Group works in partnership internationally with almost 7,000 clients i...

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