Client Services Voice Lead – Customer Care & Complaints

Ss&C Technologies Holdings; Stirling; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Professional development reimbursement

SS&C University access

Competitive holiday scheme

Competitive benefits

Diversity & Inclusion

Job summary

Ss&C Technologies Holdings in Stirling is seeking a Customer Services Voice – Team Leader for our Client Services Voice unit. You will act as a liaison between clients, customers, your team, Client Service Managers, SS&C Group Compliance and administration areas to resolve complaints and maintain service levels.

Lead and balance workload, ensure KPIs and SLAs are met, investigate complaints, document findings, and discuss outcomes with complainants by telephone or in writing using approved

Qualifications

• 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.

Responsibilities

• Liaise 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

Skills

Customer service leadership

Communication

Problem solving

IT skills

Team coordination

Job description

Ss&C Technologies Holdings in Stirling is seeking a Customer Services Voice – Team Leader for our Client Services Voice unit. You will act as a liaison between clients, customers, your team, Client Service Managers, SS&C Group Compliance and administration areas to resolve complaints and maintain service levels.

Lead and balance workload, ensure KPIs and SLAs are met, investigate complaints, document findings, and discuss outcomes with complainants by telephone or in writing using approved