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Customer Service Manager

  • Job reference DST/TP/46441/12059
  • Job type Full Time
  • Sector Wealth Management/Investment Platforms
  • Location Stirling
This vacancy has now expired.


DST Systems are currently recruiting for a Customer Service Manager - based in Stirling. You will be responsible for developing and leading a team of people to deliver consistent levels of excellent service with the customer at the centre of everything we do.


Package Description

* Competitive annual salary

* Eligible for annual discretionary bonus (based on individual and company performance)

* 25 Days holiday

* competitive pension scheme

* Life Assurance (4 x salary)

* Family Cover healthcare

* Flex benefits scheme

Main Responsibilities

Key responsibilities include:

  • Create and nurture an open and honest environment that encourages and supports the delivery of excellent customer service.
  • Connect and Inspire with people to encourage continual development and improved capability.
  • Champion change and take personal responsibility for driving change forward.
  • Constructively and continually challenge the way we work, generating new ideas and take them from concept through to delivery.
  • Deliver consistent levels of service today while planning and considering the requirements for the future.
  • Responsible for operational risks and controls to ensure these are compliant with regulatory, legislative and internal requirements.
  • Deliver cost challenges within area.
  • Actively engage with other areas in operations and the business to improve our service proposition and promote "one team" ethos.
  • Develop and build successful partnerships with key stakeholder, both internally and externally, that add value to our business.
  • Responsible for complaints within team ensuring these are resolved to an acceptable outcome in line with guidelines. Lessons are learnt and changes implemented to improve the service.
  • Ensure all team members have clear objectives and Performance Development Plans and understand how these align to the UK strategy
  • Manage workplace issues in a timely and legally compliant manner whilst maintaining and a fair and reasonable approach
  • Be able to apply HR policies and practices in order to meet the needs of the business whilst being consciously aware of the customer experience
  • Be aware of your responsibility as a first line manager for the health and safety of your team and be able to deploy that responsibility where appropriate
  • Champion treating customers fairly to ensure the customer is at centre of everything we do.
  • Communicate clearly and influentially, in a way that engages people so they can see how what they do fits into the bigger picture and how they can each make a difference to the success of the company.
  • Display high levels of personal integrity at all times in personal and business interaction.
  • Maintain and update strong knowledge and understanding of the financial services industry and marketplace to add value to the decision making process.
  • Responsible for achieving and maintain competence under N2 guidelines for self and others.
  • Develop and deliver business plan that bridges the gap between local plan and higher customer service business plan.
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed

Ideal Candidate


* Excellent knowledge of product, procedures and systems within business area
* Strong knowledge of the financial industry and the market place
* Strong ability in understanding management information and using this to make considered decisions
* Broad knowledge of DST wider products, processes and systems out with own business area.
* Comprehensive knowledge of relevant regulatory and mandatory procedures and qualifications
* Good understanding of business drivers and the key deliverables on the Customer Services Business plan


* Strong ability to connect with audience when communicating, both written and verbal.
* Strong ability to engage people
* Strong interpersonal skills and the ability to create an environment that delivers excellent customer service.
* Demonstrate ability to deliver difficult and unpopular messages to the team when necessary
* A role model to others by leading by example
* Good leadership skills and strong ability to inspire change in people and work culture.
* Strong decision making and problem solving skills
* Excellent analytical skills.
* Excellent planning and organisational skills.
* Strong influencing and negotiating skills
* Good project management skills.
* Excellent customer focus skills.
* Ability to build partnerships both internally and externally with key stakeholders.
* Strong process improvements skills with a minimum of yellow belt accreditation.
* Strong ability to value diversity.
* Strong self awareness of own strengths and capabilities

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