Senior Customer Resolution Specialist – Financial Services

Waystone; Leeds; On-site; GBP 32,000 - 42,000; Full time

Job summary

Waystone in Leeds is seeking a Senior Customer Resolution Associate to deliver exceptional customer service and technical expertise in handling complaints and referrals within Transfer Agency. You will work to achieve high-quality resolutions, meet SLAs, and act as a subject‑matter expert between operations and compliance.

Planning and MI reporting will support leadership, with a collaborative approach to coaching colleagues and maintaining strong stakeholder relationships across the business.

Qualifications

• Excellent customer service skills in a financial services environment.
• Up-to-date awareness and understanding of the financial services industry.
• Experience delivering structured feedback and coaching to colleagues.

Responsibilities

• Lead day-to-day technical referrals within the team and manage cases to meet SLAs.
• Provide high-quality complaint resolutions and act as SME between operations and compliance.
• Support Transfer Agency teams and Leadership; communicate complaint MI accurately.
• Ensure timely responses to customer queries and contribute to team feedback.

Skills

Customer service

Stakeholder management

Complaint handling

Financial services awareness

Job description

Waystone in Leeds is seeking a Senior Customer Resolution Associate to deliver exceptional customer service and technical expertise in handling complaints and referrals within Transfer Agency. You will work to achieve high-quality resolutions, meet SLAs, and act as a subject‑matter expert between operations and compliance.

Planning and MI reporting will support leadership, with a collaborative approach to coaching colleagues and maintaining strong stakeholder relationships across the business.