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Client Services Voice Team Lead - Stirling Onsite
Lead SS&C Technologies’ customer service voice team from its Stirling contact centre, managing complaints, workloads, KPIs, and service levels. Support investment clients and their customers within financial-services operations.
Descriere
- Coordinate complaint resolution among clients, customers, your team, Client Service Managers, SS&C Group Compliance, and administrative teams
- Manage the team’s workload effectively
- Monitor delivery against KPIs and SLAs
- Investigate complaints thoroughly and document the findings
- Explain investigation outcomes to complainants by telephone
- Write to complainants when required, using approved templates and the client’s style guide
- Capture complaint root-cause data and provide management with analysis and regular feedback
- Lead customer service activities for investment clients and their customers within SS&C’s Contact Centre
Cerințe
- Experience leading customer service teams in person or by telephone
- Strong customer service skills and the ability to learn how to handle complex customer queries
- Well organised, with the ability to work independently when needed
- Competent IT skills
- Empathy for clients’ needs
- Motivation to build a career in financial services
Beneficii
- Professional development reimbursement and access to SS&C University
- Competitive holiday allowance
- Benefits package designed to support staff wellbeing
- Hands-on, team-tailored training throughout your career
- Commitment to diversity and inclusion
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