Lead, Client Services Voice

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

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.