Customer Service Representative, Cm

**Overview**
The **Customer Service Representative **role is a varied and challenging customer facing role set within a fast-paced Customer Service environment.
You will be responding to customer queries from shareholders and employees (or their appointed representative), so will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner.

The role is **37.5 hours per week, Monday to Friday based in our city centre office in Leeds **. The first two weeks you will undertake the required technical and soft-skills training.
Once you’ve completed your 6-month probationary period, we will support you as you begin to study for module 1 of the Investment Operations Certificate, which will be funded by Link Group and is an industry recognised certification.

**What you’ll be doing**:

- Responding to inbound contact from customers and their representatives, ensuring service levels are achieved
- Undertaking identification and verification checks (ID & V) on all enquiries in line with current procedures
- Identifying customer needs and responding positively and professionally, whilst identifying opportunities for process improvements that will have a positive impact on the customer experience
- Developing and demonstrating expert knowledge and awareness of our products and procedures, ensuring this knowledge is kept up to date by continued learning, mandatory training and coaching
- Escalating queries, complaints, risks and issues promptly and in line with current procedures
- Accurately recording information in the relevant systems, whilst using the core systems to respond effectively to service enquiries
- Ensure adherence to legal and regulatory requirements, whilst supporting Link Group Assurance Programmes which deliver effective risk management and compliance practices
- Support and assist other teams and projects as required

**What we’re looking for**:

- Strong written and verbal communication skills
- A passion for customer service and a desire to resolve queries
- Experience within the Financial Services industry would be advantageous, as would experience within a Customer Service Contact Centre environment
- Demonstrable experience of working and delivering daily, weekly and monthly targets
- Excellent problem-solving skills, with great attention to detail
- Great working knowledge of Microsoft Office, especially Outlook and Word with the ability to use multiple systems at one time
- An ability to identify your own areas for learning and self-development, whilst taking responsibility for your own performance

**About Link Group/CM/Team**
Link Group works in partnership internationally with almost 7,000 clients including asset managers and investors, business managers, asset owners, trustees, issuers and borrowers. We provide the infrastructure through which assets are secured or deployed in both regulated and unregulated markets.

We offer industry-leading shareholder services through Link Market Services to a wide range of corporates, issuers and business managers. We are the largest UK share registrar providing services to more than 1,300 companies large and small across the UK.
We administer share plans for over 200 clients and have worked on more than 50% of UK IPOs since 2005. Our unique place in the market, combined with our partnership and relationship management approach, enables us to play a vital role in connecting issuers with 5 million shareholders around the world.

**What’s in it for you?**
- A competitive basic salary, holidays, pension scheme, life assurance and plenty more
- Weekly huddles, monthly 1 to 1’s and reviews
- Departmental welfare representative and committee
- Skills based remuneration programme
- Team events
- Increase to salary upon successful completion of the Link Group funded IOC (Investment Operations Certificate)
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology

What we hope you’ll do next

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.

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 an