Client Services Voice - Team Lead

Ss&C Technologies Holdings; Bath; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Professional development

Holiday scheme

Wellbeing benefits

Diversity & inclusion

Hands-on training

Job summary

Ss&C Technologies Holdings is hiring a Customer Services Voice – Team Leader in Stirling. You will lead the frontline team handling client and customer inquiries, coordinating with CS managers and compliance to resolve complaints.

You will drive workload management, monitor KPIs and SLAs, and ensure thorough investigations are completed with clear communication to complainants. IT fluency and customer empathy are essential for success.

Qualifications

• Leadership experience in a customer service environment.
• Ability to coach and develop a frontline team.
• Strong communication skills with clients and internal stakeholders.
• Organised and proactive with the ability to manage multiple tasks.
• Comfort with IT tools and customer relationship platforms.

Responsibilities

• Coordinate between clients, customers, and internal teams to resolve complaints.
• Manage team workload effectively and monitor KPIs and SLAs.
• Investigate complaints and document findings thoroughly.
• Communicate investigation outcomes to complainants by phone and, if needed, in writing.
• Capture root cause data for regular management feedback.

Skills

Customer service leadership

Team leadership

Excellent communication

IT skills

Complex query handling

Tools

CRM systems

Job description

Job Description

Customer Services Voice – Team Leader

Location: Stirling

Get To Know Us:

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 Contact Centre is responsible for servicing our leading investment clients, and their customers.

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.

Why You Will Love It Here!

• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

What You Will Get To Do:

• 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

What You Will Bring:

• 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 to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.