Customer Services Technician

Represent a global brand with both internal and external customers and act as a brand ambassador primarily at the telephone and on e-mail. The role holder will be key to providing exceptional customer service and provide technical guidance to customers as well as handling referrals from colleagues. They will be subject matter experts and technicians of service provision on all customer channels. They will be customer facing in a fast-paced changing environment and will always be able to role model and execute good customer outcomes. They will have a good previous working financial services background and understand the importance of getting things right first time and equally support colleagues to do so by demonstrating exceptional role model and professional behaviours at all times. The role holder will be able to resolve queries at first contact in addition to any initial areas of customer dissatisfaction. They will be able to demonstrate accuracy in work production and attention to
detail and getting written and verbal communications, correct at the first point of asking is key. They will support the wider Customer Service and Complaints Teams as well as providing assistance to the Leadership team. There will be a requirement to work in a fast-paced environment with colleagues and therefore teamwork and collaborative working is essential. Flexibility in approach to work and skills is key and requirements may change throughout the course of the day.
Key Accountabilities and main responsibilities
Strategic Focus

• Effectively handle and resolve customer queries through all channels and in line with SLAs and regulation


• Encourage active first contact resolution of queries


• Advocate correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels


• Support processes and procedures being kept up to date


• Act as a central referral point for CSC colleagues


• Provide support to the leadership teams as required across Transfer Agency


• Ensure all teams are accountable and respond in a timely manner to customer queries
  
  Proven experience in a Financial Services environment


• Strong and effective written and verbal communication skills


• Act as "go to" point of referral from and to operational/CSC peers


• Understanding of good stakeholder management and ability to support the Leadership team


People Leadership

• Be focussed and active on becoming multi-skilled for own development


• Be able to support others with own knowledge and skills


• Strong influencing skills


• Excellent ability to communicate at all levels


• Provide coaching and feedback to operational/CSC teams as appropriate


• Support Leadership teams when required


• Ability to remain calm under pressure and work in a fast-paced environment


Governance & Risk

• Technical expertise in a Financial Services/Funds industry


• Good understanding of when/how to acknowledge complaints


• Good understanding of how/when to identify breaches and incidents


• Working towards (demonstrating appetite to work towards) IOC qualifications


Experience & Personal Attributes

• Excellent and proven customer service skills in a Financial Services environment


• Up to date financial services industry awareness and understanding


• Experience in feedback delivery


• Ability to act as a coach and mentor to less experienced colleagues


• Influence internal and external stakeholders and clients


• Strong interpersonal skills


• Excellent team working and collaboration


• IOC modules (at least module 1) is desirable
  
  Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.


We are a leading independent Authorised Fund Manager and provider of fund administration and transfer agency services.

We leverage our specialist knowledge and technology to support traditional and alternative funds in UK, Ireland, Luxembourg and Australia. With a focus on strong governance, regulatory expertise and risk management, our business helps to manage regulatory compliance for asset managers and investors.

Our unique place in the market, combined with our partnership approach, depth of experience and well-invested systems, enables us to support investment managers through the challenges of changing market and investor needs, and, as a result, help them to enhance returns, minimise costs and mitigate their risks.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.