CSV Team Leader PACritRetMK27Q2 Job Listing at SS&C Technologies in Burnley, England (Job ID R23690)

Description

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Package

• Competitive starting salary, followed by regular reviews and increases, as milestones are met.
• Fully paid training and qualifications
• Competitive holiday policy
• 6% employer pension scheme contribution
• Life Assurance (4 x salary)
• Single person healthcare
• Flex benefits scheme
• Discount scheme
• Sports and Social groups

As team leader, you will be responsible for managing a team of specialists in the Client Services Voice department, whose main responsibilities include the handling and facilitating of inbound customer services enquiries, taking into account customer vulnerability factors and our responsibility as prescribed by the Consumer Duty. This includes, but is not limited to

• Liaison 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

About You

Whether you have experience working in bars & restaurants, hotels, clubs or cinemas, we value above all else the level of customer service you're able to afford our customers, be that experience face to face, or over the phone.

The ideal candidate

• 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 and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.