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Product Specialist

  • Job reference DST/TP/17447/11567
  • Job type Full Time
  • Sector Customer Service
  • Location Basildon

Summary

To support Senior Management in the delivery and upkeep of the Omni-channel support tool.

This role incorporates all elements of defining, creating and maintaining and supporting the system.

Main Responsibilities

This role ensures the work delivered is truly fit for purpose & manages the development and technical aspect of the transition of the solution into live and on-going use, including but not limited to;

  • Responsible for the actual build and testing the output of their own work through test cases, test plans, test logs ensuring governance of audit requirements by agreeing/adhering to technical constraints and applying implementation standards & best practice

  • First line technical support for the Omni-channel tool managing support calls raised and ad-hoc issues Working alongside the IT Service Team to maintain, review, audit & responding to issues within a timely manner
  • Raising preventative and control measures where appropriate to ensure continually good service, monitoring system and performance regularly
  • Work with both the supplier and internal IT teams to analyse and agree new requirements and issues
  • Develop new functions to support both the customer and DST needs
  • Co-ordinate all aspects of the implementation process to ensure optimum delivery and meeting audit requirements
  • To exercise due care and diligence, ensuring the areas the role is responsible for are organised and controlled
  • To uphold responsibilities for risk and business continuity practices as appropriate to system being used
  • To comply with all the regulatory regimes in which DST operates

This role requires a positive attitude and approach to supporting the delivery of improvements including;

  • Identifying opportunities to improve the system to meet our Financial targets
  • Use customer feedback & appropriate MI to help identify and drive process change to provide exceptional client experiences

The ideal candidate would have experience in:

  • HTML/CSS
  • Dealing with our customers
  • Our Management Companies' cultures and products
  • Industry knowledge

Additionally the candidate would have good numeric and logic skills, and intermediate Excel skills.

Ideal Candidate

  • Experience of HTML/CSS
  • You will have experience in a customer driven environment and a passion for delivering high quality communications
  • Experience of CRM or Customer Service Software Tool
  • To have a positive attitude and be prepared to help the team succeed
  • You will enjoy finding creative solutions to problems and have a commitment to excellent service delivery.
  • The ability to meet strict deadlines and prioritise varying workloads is essential.
  • Good working knowledge of MS Office packages is essential.
  • Previous experience or an interest in the investment industry is essential in order to gain a thorough understanding of our products and services.
  • Minimum entry requirement GCSE Mathematics and English Language Grade C or above or experience in a similar role.
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