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Distributor Client Services - Team Leader

  • Job reference DST/TP/17447/11771
  • Job type Full Time
  • Sector Customer Service
  • Location Basildon
This vacancy has now expired.



* To assist in the day to day management for a team within Distributor Client Services.

* Collaboratively work with the management team to assist with the day to day efficient managing of the department

* Ownership for daily controls, ensuring they are robust, relevant and actioned in accordance with DST corporate governance.

* To ensure timely resolution of Enquiry calls, KANA and AWD enquiries within agreed SLAs and to the high standard expected by our clients.

* Oversee the performance and development of apprentice staff that report into the incumbent.

Main Responsibilities

* Ensure DST meets their Clients' expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI).

* Ensure the quality standards and level of service are at a high level

* Deal with all day to day issues that affect the team

* Understand and update statistical information providing trend analysis where required.

* Demonstrate advanced navigation of Fast, iFAST, AWD2x, AWD10, CISCO, Frontier, and other internal systems where applicable.

* Organise team-working patterns to meet minimum skill set requirements.

* Ensure all escalated enquires are prioritised as required.

* Plan and organise staff absenteeism with the other teams, ensuring adequate cover is maintained in the department at all times.

* Maintain a daily plan for resource and allocation

* Support the Team Manager with monthly reviews for apprentice staff and that 1:1's are completed and documented with relevant and measurable development plans and objectives.

* Deputise for Manager as and when required to do so.

Ideal Candidate

* People management experience essential - ideally within a target-driven environment

* IOC or equivalent, or commitment to study for IOC or equivalent

* Intermediate keyboard skills to include awareness of MS Office packages

* Good Verbal reasoning and numeric skills

* Ability to analyse and appraise work, to identify potential areas of concern that could lead to risk

* Demonstrate an understanding of responsibilities within the Financial Services Industry

* Experience of High Volume in process driven environment

* Experience of managing complaints/ enquiries

* Effective meeting skills

* Understanding of the role that we play in financial services

NANorth America
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EMEAEurope, The Middle East & Africa

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