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Customer Service Executive

Please Note: The application deadline for this job has now passed.

Job Introduction

Working within the Administration Centre, you will provide good customer service by accurately processing and authorising a variety of customer transactions, including complex and non standard transactions.  This will be processed within agreed service levels and approved financial authority levels where appropriate.

Role Responsibility

6 MONTH FIXED TERM CONTRACTS

Key Responsibilities within the role:

•    Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
•    Handling complaints in line with area guidelines.
•    Processing non standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld.
•    Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information.
•    Deal with customer data ethically and in accordance with FSA requirements.
•    Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
•    Provides informal guidance and/or training for colleagues as required.
•    Completes independent quality and accuracy checking of work.
•    Supports and takes an active role in service improvement/process improvement initiatives or projects as required.
•    Assists management team where appropriate.
•    Keeps own knowledge of processes, products and appropriate regulation up to date.
•    Achieves agreed performance levels
•    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.
•    Understands and adheres to IFDS Policy and all relevant regulatory policy.
•    Ensures all payments are dealt with in line with IFDS delegated authority requirements.  

 

The Ideal Candidate

Knowledge
•    Good communication and mathematical reasoning skills (5 GCSE’s or equivalent)
•    Good understanding of all relevant legislation e.g. Data Protection Act, Money Laundering requirements
•    Good understanding of relevant products and systems, including PC skills
•    In depth understanding of relevant processes
•    Relevant professional qualifications
•    Understanding and application of agreed authority limits

Skills
•    Good customer focus and complaint handling skills
•    Good keyboard skills, and familiar with microsoft word and excel.
•    Good call  handling skills
•    Good orginisation and time management skills to prioritise workloads.
•    Good analytical, problem solving and decision making skills
•    Coaching, training and feedback skills
 

Qualifications
•    5 GCSE’s or equivalent
•    ICS desirable
•    CF1/FA1/FA2 desirable
•    Education to Higher level or equivalent desirable 

Experience
•    Previous experience of financial services or a customer service environment is desirable

Pre-employment Screen

All offers of employment at IFDS are subject to a pre-employment screen, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check.

Package Description

• Reference salary based on experience and in line with the salary progression scheme 
• 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days) 
• 6% non-contributory pension scheme 
• Life Assurance (4 x salary) 
• Single person healthcare 
• flex benefits scheme

 

About the Company

International Financial Data Services (IFDS) is the leading supplier of third-party administration and IT services to European investment clients and their customers. Part of a global group and a joint venture between State Street Corporation and DST Systems, our business has grown ten-fold since inception in 1995 and continues with rapid growth today! We currently offer state of the art solutions across funds, retirement & insurance and investment platforms. We employ over 3000 staff across the UK, Ireland, Luxembourg, Thailand and India. 

DST

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