Overview
Are you passionate about customer service? Our Call Centre is the heart of our business, and we pride ourselves on excellent communication, attention to detail and our drive to be the best we can.
Known within the business as Client Services Voice, the Call Centre is responsible for servicing our leading investment clients, and their customers. We are passionate about what we do and therefore looking for people who can provide excellent customer service, have a high level of attention to detail; but most of all, a passion for our business and provide the best customer experience possible.
About the role
You will be the first point of contact for Countrywide Assured (ex CASLP) clients. Client Care must be proactively considered, and emphasis placed on provision of service excellence and value to our clients and their wealth, ensuring work is right first time, every time.
In the role, you will effectively be managing your own workload of client queries via telephone and email to meet the team and department SLAs and KPIs, ensuring that the client is at the heart of everything we do, and seeking ways to improve client experience and outcomes.
We provide a comprehensive training course, which can last up to 12 weeks, and is a mix of classroom-based and on the phone training. This will provide you with all the support & learning you need to be able to excel in this role.
Key accountabilities
Effectively manage workloads in line with agreed KPI's, including queries or escalations to you by other team members, colleagues across the group or external clients/advisers in accordance with target service levels and agreed timescales and in line with all relevant regulatory requirements.
Be responsible for improving ways of working, driving efficiencies in processes, whilst ensuring you meet the required quality standards
Acquire, expand and retain sound product and system knowledge of relevant company products and systems and awareness of their attributes and rules
The Ideal Candidate
Whether you have experience working in bars & restaurants, hotels, clubs or cinemas, we value above all else the level of customer service you're able to afford our customers, be that experience face to face, or over the phone.
The ideal candidate
- Customer services experience, either face to face or over the phone
- Excellent customer service skills, including the ability to learn how to respond to complex customer queries
- Organised and able to work on own initiative when required
- Basic computer skills
- Empathy towards our clients' needs
- A keenness to make a career in the financial services industry
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.
All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.