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Customer Service Advisor - Contact Centre

Job Introduction

To provide a good customer experience by dealing with all inbound calls into the telephony area.  A high rate of first contact resolution must be achieved.  The overall aim is to provide an excellent level of customer service within the required Legislative and Departmental Quality and Accuracy guidelines.

Role Responsibility

  • Deal with incoming calls from FA’s/Advisers/Policyholders/Third Parties, meeting the agreed accuracy and quality standards.  This may be across a wide range of products and processes
  • Handling complaints in line with area guidelines
  • Processing “one stop” transactions
  • Outbound contact of customers/FA’s/Advisers/Third Parties where required
  • Deal with customer data ethically and in accordance with FCA requirements and in line with TCF principles
  • Support and take an active role in service improvement/process improvement initiatives or projects as required
  • Assist management team where appropriate
  • Keeps own knowledge of processes, products and appropriate regulation up to date
  • Achieves agreed performance levels including any call management measures within area
  • Implements and maintains personal development plan, and is proactive in own self development
  • Completes performance management documentation in line with agreed timescales
  • Displays key behaviours at appropriate level
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed

 

Essential Skills

  • Good customer focus and complaint handling skills
  • Excellent PC & keyboard skills
  • Excellent call handling skills with a great telephone manner
  • Organisation and time management skills to prioritise workloads
  • Analytical, problem solving and decision making skills

 

Desired Skills

  • Previous experience of Financial Services or a customer service environment
  • An understanding of all relevant legislation e.g. Data Protection Act, Money Laundering requirements
  • Good understanding of relevant products and systems
  • Understanding and application of agreed authority limits
  • Coaching, training and feedback skills
  • ICS
  • CF1/FA1/FA2

The Ideal Candidate

  • Previous experience of working within a customer service environment
  • Good understanding of navigating systems

Package Description

In return for your loyalty & commitment, you’ll receive your competitive salary as well as our exclusive rewards package that offers flexibility and choice as well as

  • Flexible holiday allowance 
  • A competitive pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcar

About the Company

SS&C (formerly known as DST) is a global provider of investment and financial services as well as software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. Company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

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.

DST

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