Our vacancies

Search Jobs  

Team Leader - Platforms Contact Centre

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

Job Introduction

To lead associates within defined Platform Services Contact Centre sub-teams.  The team will be responsible for answering and investigating customer and Partner queries, by letter, email and telephone or any other means of communication or interaction, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.

The Team Leader is required to lead the team by example which includes call handling & processing of work where volumes dictate and as agreed with your line manager.

Role Responsibility

Customer service to ensure the team provides an effective & efficient service function to customers, to greatly enhance our reputation as a truly customer focused Company

  • Work with team manager to complete quality monitoring.  Ensure information is recorded, feedback provided and discussed with line manages

Service delivery.  Ensure DST meets client expectation in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI).

  • Discuss statistics and adherence and agree action plans with associates.  Ensure information is recorded, monitored and discussed with line manager on a daily basis

Process management to ensure processes and procedures are appropriately controlled and monitored.  Highlight areas of concern to your manager and learn to interact with other departments to encourage best practice and resolution of issues

  • Ensure completion of daily control certificate to improve risk mitigation

Effective organisation.  Respond positively to the goals your team and actively add to the success of the overall Contact Centre. Meet regularly with your manager to discuss issues and ideas

  • Display flexibility and adaptability at all times in response to the challenging, changing environment.

Be prepared to achieve & strive to exceed minimum standards in line with KPI’s & KRA’s, both in terms of quality & productivity.  Also develop an understanding of all client profiles/products to be able to deliver outstanding customer service

Develop and improve communication to ensure IFDS operationally meet business requirements.  All contact with our clients and their customers must be of a high standard, whether written or verbal.  Retain s strong focus on professional standards and results, which directly contribute and impact on business targets

Process management to ensure processes and procedures are appropriately controlled and monitored.  Highlight areas of concern to your manager and learn to interact with other departments to encourage best practice and resolution of issues

Staff training & development to ensure action plans and coaching sessions to motivate and develop the team.  Must include quality and productivity monitoring and feedback to coincide with the Salary Progression Scheme.  Pursues personal development

  • Investigate feedback and ensure information is recorded on PDR tool, AWD and feedback provided to associates.
  • Discuss and agree targets with associates.  Ensure information is recorded, monitored and discussed with line manager on a daily basis

Develop & improve client relations with specific emphasis on client and investor satisfaction

Additional responsibilities - Complete any other appropriate ad hoc tasks as directed by your manager

Key performance areas:

  • Team management – assist and deputise for the Team Manager
  • SLAs are adhered to
  • Clearly defined & documented processes and procedures
  • Defined & monitored objectives for process, people and quality
  • Performance KPI targets are met, evaluated and communicated
  • Relevant staff are trained and competent
  • Completion of any ad hoc tasks as directed by your Manager
  • A flexible attitude to overtime when the Contact Centre requires this

The Ideal Candidate

  • IOC or equivalent, or commitment to study for IOC or equivalent
  • Team Leadership or Supervisory experience 
  • Basic keyboard skills to include awareness of MS Office packages
  • Good verbal reasoning and numeric skills
  • Ability to analyse and appraise work, to identify potential areas of concern that could lead to risk
  • Experience in client facing role

 

Package Description

  • Reference salary based on experience and in line with the ACE 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

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.    

This website is using cookies to improve your browsing experience. If you navigate to another page without changing the settings bellow you consent to this. Read more about cookies.