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Distributor Client Services Voice Senior Associate

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

Job Introduction

To provide an effective & efficient service to customers primarily via the telephone or other means of communication or interaction to all DCS clients, in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Role Responsibility

  • To provide an effective & efficient service to customers primarily via the telephone but by any appropriate means of communication, to greatly enhance our reputation as a truly customer focused organisation
  • Respond positively to the goals of DCS, support colleagues, and actively add to the success of the overall Client Services department
  • Attend and actively contribute to team and departmental meetings
  • Be prepared to achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas.  Not only in terms of quality but also productivity and the accuracy of information given to the customer
  • Assist every area of the business to improve overall customer service
  • To commit to personally putting the customer first and providing excellent customer service at all times
  • Develop an understanding of all client/distributor profiles/products to be able to deliver outstanding customer service
  • Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service to the customer
  • Takes a broad view of own role and its impact on the team and DCS
  • Retains strong focus on professional standards & results, which directly contribute and impact on business targets
  • Identifies process improvements to improve customer experience and reduce errors
  • Can take on additional tasks and projects within the department to improve team/department performance
  • Can communicate and interpret complex procedural or performance data
  • Is able to understand issues, weigh up pros and cons of solutions and act with minimal guidance from others

The Ideal Candidate


  • Intermediate keyboard skills to include awareness of MS Office packages
  • Good Verbal reasoning and numeric skills
  • Demonstrate an understanding of responsibilities within the Financial Services Industry
  • Experience of High Volume in process driven environment


  • Financial Services Industry
  • Detailed knowledge of Unit Trust, OEIC or Investment Trust administration
  • Knowledge of FCA regulatory environment

Package Description

  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 28 Days holiday inclusive of bank holidays (increasing by 1 day for every year’s service up to a maximum of 33 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • flex benefits scheme

About the Company

DST is a leading provider of specialised technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries. We enable clients to transform complexity into strategic advantage by helping them continually stay ahead of and capitalise on ever-changing customer, business, and regulatory requirements in the world's most demanding industries.

Headquartered in Kansa City, Missouri, USA, DST is a public company listed on the New York Stock Exchange (NYSE: DST), employing over 16,000 talented people globally.

In March 2017, DST acquired International Financial Data Services (IFDS) in the UK and Ireland; making DST a leading provider of investor and policyholder administrative services to the funds, insurance and wealth management industries.

DST employs ~5,000 people across 12 locations in the UK and Ireland


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