Client Services Team Leader

Package

• 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

Internal + External Overview

Are you passionate about customer service? Our Contact 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.

Known within the business as Client Services Voice, the Call Centre is responsible for servicing our leading investment clients, and their customers. We are passionate about what we do and therefore looking for people 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.

About the role

As team leader, you will be responsible for managing a team of specialists in the client services complaints department, whose main responsibilities include the investigation and resolution of all complaints received by SS&C by telephone or in written formats. This includes, but is not limited to:

• Liaison between Clients, Customers, your team, Client Service Managers (CSMs), SS&C Group Compliance and administration areas, concerning the resolution of complaints
• Effectively manage the team's workload
• Ensure KPIs are being achieved, & SLAs are being met
• 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
• Establish and record complaints root cause data to provide Management with analysis and regular feedback

About You

Whether you have experience working in bars & restaurants, hotels, clubs or cinemas, we value above all else the level of customer service you’re able to afford our customers, be that experience face to face, or over the phone.

The ideal candidate

• Keenness to take responsibility for your area of the business, and act as a liaison between associates and management
• Customer services leadership experience, either face to face or over the phone
• Excellent customer service skills, including the ability to learn how to respond to complex customer queries
• Organised and able to work on own initiative when required
• IT skills
• Empathy towards our clients’ needs
• A keenness to make a career in the financial services industry

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.

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.