Customer Resolutions Associate Leeds, England
Job description
- Effectively handle and resolve complaints in a timely manner with all clients in line with both local SLAs and regulation
- Encourage active complaint resolution at first point of contact
- Advocate correct role model behaviours in terms of speedy and accurate complaint resolution via the appropriate channels
- Ensure that all complaint processes and procedures are kept up to date
- Maintain a high awareness of complaints/root cause and MI across all teams
- Provide support to the leadership teams as required across Transfer Agency
- Ensure all teams are accountable and respond in a timely manner to complaint issues
- Ability to interpret MI and root cause information
- Strong and proven customer service skills
- Strong and effective written and verbal communication skills
- Act as “go to” point of referral on complaints from operational/CSC peers
- Strong influencing skills
- Excellent ability to communicate at all levels
- Provide coaching and feedback to operational/CSC teams as appropriate
- Ability to remain calm under pressure and provide measured and well articulated responses
- Technical expertise of Complaint procedures
- Good understanding of Compliance processes around complaints
- Understanding of FOS
- Good understanding of how/when to raise breaches and incidents
- Proven experience within the Financial Services/Funds Industry
- Proven experience working within a complaint’s environment
- At least 1 x IOC module and ideally working towards full qualification
- Excellent and proven customer service skills
- Up to date industry awareness and understanding
- Experience in feedback delivery
- Ability to act as a coach and mentor
- Influence internal and external stakeholders
- Strong interpersonal skills
- Excellent team working and collaboration
- IOC modules (at least module 1)
About Link Group / Fund Solutions:
Our Funds Solutions division is 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, manage £100bn of assets with circa 500 people.
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.
What’s in it for you?
- A very competitive basic salary plus benefits.
- 23 days’ holiday to start, (rising to 25) plus Bank Holidays, with the opportunity to buy extra leave.
- Company matched pension scheme, private medical cover, life assurance, a cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
- The possibility of working from home, flexible working or working part-time options are available.
- You’ll get the chance to follow your chosen career path anywhere in Link Group. You’ll be joining a network of 7,000 experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.
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.
