Customer Service - Complaints Specialist (Basildon)
Are you passionate about customer service? Our Call Centre is the heart of our business, and we pride ourselves on excellent communication, attention to detail and our drive to be the best we can.
We are passionate about what we do and therefore looking for a complaints specialist who can provide excellent customer service, have a high level of attention to detail; but most of all, a passion for our business and provide the best customer experience possible, as well as the ability to effectively manage responsibilities with regards both investigation and resolution of complaints.
The main responsibilities of the role include the investigation and resolution of all complaints received by SS&C by telephone or in written format, whilst complying with SLA's and regulatory requirements. This includes, but is not limited to:
- Investigate complaints thoroughly and document findings
- Discuss outcome of investigation with the complainant by telephone
- Where required, write to the complainant to explain your findings, using agreed templates and Client company style guide
- Liaison between Clients, Customers, Client Service Managers (CSMs), SS&C Group Compliance and administration areas, concerning the resolution of complaints
- Establish and record complaints root cause data to provide Management with analysis and regular feedback
The Ideal Candidate
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.
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.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
- Competitive starting salary, followed by regular reviews and increases, as milestones are met.
- Fully paid training and qualifications
- Competitive holiday policy
- 6% employer pension scheme contribution
- Life Assurance (4 x salary)
- Single person healthcare
- Flex benefits scheme
- Discount scheme
- Sports and Social groups
About the Company
About SS&C Technologies
SS&C is a global provider of investment, financial services and 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 organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
SS&C is the largest global investor service provider, servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including: Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.
Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including contact centre, using digital services.