Customer Service Centre Support Officer

FNZ Group; North East; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading company in financial services is seeking a Customer Service Centre Support Officer to be the first point of contact for internal and external clients. This role involves triaging support issues, monitoring service levels, and ensuring excellent client communication. Ideal candidates will have strong attention to detail and experience in incident management, alongside familiarity with financial products.

Qualifications

• Experience in ticket and incident management.
• Good communication skills with internal and external clients.
• Interest in financial markets and products is beneficial.

Responsibilities

• First point of contact for client-raised issues via various channels.
• Log and track progression of Business Critical Incidents.
• Monitor SLA levels and escalate issues when necessary.

Skills

Attention to detail

Organisational skills

Time management

Team communication skills

Tools

Microsoft Word

Microsoft Excel

Job description

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Customer Service Centre Support Officer, Newcastle upon Tyne

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Client:

FNZ Group

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

bf551c3b1120

Job Views:

5

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

Description

This role is the first point of contact for all internal and external Customer Service Centre clients, providing initial triage, first line support, routing issues to the relevant FNZ support teams and dealing with initial escalations.

Supporting our valued clients is one of the most important roles within FNZ. As a Support Officer this role is at the forefront of customer care and will provide a consistently excellent service to our clients whilst maintaining SLAs.

Organisational Design

Customer Service Centre Support sits within the CEO function of FNZ.

This position is part of the Figaro and FNZ Securities Support Services team that reports to the Head of Support Services

Team Responsibilities

Application Support – ensure that the application is working correctly as deployed.

Issue Management – analyse, investigate and resolve incidents within published KPIs.

Provide effective support of issues raised by FNZ clients for Figaro and other FNZ applications.

Diagnose problems and analyse the system to both resolve issues and improve the service.

Change Management – deliver changes to data and configuration where required, following all agreed change management procedures.

Project Handover – keep abreast of new projects coming through the pipeline to ensure knowledge is up to date prior to delivery into production

Specific Role Responsibilities

Providing first line support within the Support Services team

Be the first point of contact for client-raised issues either via the ticketing tool, or by telephone or email

Log/review and carry out first line duties on issues via the ticketing tool

Assist in the allocation of all new support issues to responsible support analysts and teams

Pro-actively track progression of Business Critical Incidents and update internal stakeholders with progression/resolution summary

Follow up on Incidents where the action is with the client

Appropriately route service requests/enquiries to relevant parties.

Meet first line Service Level Agreement (SLA) expectations

Monitor and police outstanding issues to check correct standards of Incident maintenance, quality and timeliness of communication and agreed SLA levels are being met and to escalate where failings are detected as appropriate

Provide ad-hoc and regular MI reports on BAU support, service and trends

Arrange and run regular client facing support meetings with clients where appropriate

Be responsible for maintaining the Support Services procedural documents and making them available to all staff

Carry out any other Support Services duties that may be reasonably required

Performance Assessment

KPI reporting – issue management performance against KPIs

Customer/Internal Feedback - communication skills, responsiveness, and accuracy of information/analysis may be assessed using feedback

Time Management – Regular tasks/reporting completed accurately and on time

Experience required

Keen attention to detail

Experience of ticket and incident management

Good use of Microsoft packages particularly Word and Excel

Experience in Finance, IT or project management desirable but not essential

Excellent organisational, administration and time management skills

Good team communication skills, confident in dealing with internal and external clients

Interest / familiarity with financial markets and products