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Contact Centre Specialist

  • Job reference DST/TP/46441/11859
  • Job type Full Time
  • Sector Wealth Management/Investment Platforms
  • Location Chelmsford
This vacancy has now expired.

Summary

Working within our Communications area based within ParagonHouse, in the Contact Centre. The Specialist will take responsibility for resource planning and MI to ensure the cost effective and efficiency of contact centre resources are utlilised. This role is a vital support to the contact centre to ensure service levels to their client is maintained improving and driving performance. The successful candidate will also take responsibility in processing and overseeing very complex cases, complaints and issues.

Package

  • Competitive annual salary
  • Eligible for annual discretionary bonus (based on individual and company performance)
  • 25 Days holiday
  • Life Assurance (4 x salary)
  • Family Cover healthcare
  • flex benefits scheme

Main Responsibilities

This exciting role supports the Customer Service operations whilst being part of a forward thinking team. The right candidate will have good understanding of contact centre operations and enjoy collating MI. The responsibilities for this role include:

  • Lead in the timely roll out of legislation and product changes to ensure successful integration into Contact Centre BAU processes
  • Key contact for all Management Company Mailings
  • Ownership of Management Company training material and training plans
  • Assist Leadership Development Specialist to support improvement in customer service, communication skills and complaint handling
  • Ensure all QA processes and criteria are being applied consistently and correctly
  • Analysis of floor walking queries, feedback, one and done output, QA results and complaints to identify root cause/training needs and share lessons learned
  • Review and understand MI and look for opportunities to improve processes and procedures
  • Recruitment Support
  • Management Company sign off for new starters and cross skilling
  • Contact Centre Knowledge Base Administrator: responsible for reviewing and updating all Contact Centre cases and issuing effective and timely technical and procedural communications
  • Point of contact for all telephony queries including call routing, telephone numbers, voicemail, messages,
  • BT and network queries. Provide input to the Telephony Business Requirements Specification (TBRS) document when required
  • Business continuity tester and contact
  • Chair and actively contribute to team and departmental meetings
  • Be a role model by adhering to all DST policies and procedures
  • Take ownership for personal development
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
  • Breach co-ordinator: first point of contact for colleagues who have recognised a potential breach. Assess the breach, assist in completing documentation and agree corrective actions, timescales and feedback
  • Be involved in projects as require
  • Provide training and guidance to individuals to ensure their technical knowledge is at an acceptable level
  • Be able to provide management information about complaints, training needs and accuracy
  • Assist and implement improvements to processes
  • Liaise with technical experts and peers to ensure that any changes in legislation and procedures are assessed and understood in business as usual terms. Ensure these changes are effectively communicated to colleagues within team/department
  • Effectively communicate any changes/news within the Financial Industry to fellow colleague
  • Maintain and build effective and excellent working relationships with colleagues and customers
  • Maintain and implement personal development plan in partnership with immediate manager

To carry out any other duties which are within the employees skills and abilities whenever reasonably instructed

Ideal Candidate

The individual will enjoy developing professional relationships and be proactive in creating an unforgettable customer experience for our clients. All DST employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities. Ideally the individual will:

  • Be quality driven, aiming for 100% accuracy and timeliness of delivery.
  • Observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties.
  • Comply with the regulatory regimes in which DST operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.

The Skills Required:

  • A good team player with a "can do" attitude with the ability to work with others to provide an excellent customer service and experience.
  • Evidence of being in a previous role where communication is a key skill.
  • Enjoy building relationships
  • Excellent problem solving, analytical and decision making skills
  • Appropriate product knowledge substantiated by relevant product tests
  • Excellent communication skills with ability coach effectively, mentor and give feedback when required.
  • Act as a point of technical reference for others to refer to for help guidance and support
  • Shows flexibility and is always goes the extra mile to meet the needs of the business, Partner and client
  • Strong organisational and time management skills
  • Commitment and self-motivation to work within deadlines with minimum supervision
  • Building relationships
  • Educated to Higher level or equivalent (desirable)

Offers of Employment

All offers of employment at DST 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.

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