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Quality Coach, Client Services Written

  • Job reference DST/TP/57366/11957
  • Job type Full Time
  • Sector Administration and Operations, Training
  • Location Chelmsford
This vacancy has now expired.

These team members have an eye for accuracy and desire to improve quality of others. The main function of the team is to ensure the Client Services Written team output answers the questions asked correctly and professionally. The quality coaches, with the assistance of the team coaches, will dip check letter writers work and provide feedback and coaching support.

  • Grade - P2 / H (Senior Technical Associate)


  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • Contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flexible benefits scheme
  • Employee discount scheme
  • DST Sports and Social membership
  • On-site canteen
  • Located close to Chelmsford City Centre
  • Close to local bus and train services
  • Close to public car parking facilities

Main Responsibilities

  • Customer Service - Provide Client Services Written teams with the tools and knowledge to deliver an effective and efficient service function to customers using an appropriate means of communication. Enhance our reputation as a truly customer focused Company.
  • Service Delivery ensuring DST meets Client expectations in line with SLA and KPI. Also, ensure team members are aware of how their individual objectives link to Corporate Goals.
  • Quality Focus monitoring individual's quality. Provide feedback to individuals and complete side by side coaching to improve quality standards.
  • Communication. Contribute to and attend regular team meetings. Develop and improve communication to ensure DST operationally meet business requirements. All contact with our Clients and their customers must be of a high standard, whether written or verbal. Retain strong focus on professional standards and results, which directly contribute and impact on business targets.
  • Staff Development - Provide side by side coaching to written associates and act as a Mentor by answering questions and encouraging them to develop their skills.
  • Accountability. Accountable for identifying trends and coaching needs for team members'. Document requirements and arrange training.
  • Effective organization. Plan your own time, use RTM and AOM to support this. Display flexibility and adaptability at all times in response to the challenging, changing environment.
  • Process management. Ensure processes and procedures are appropriately controlled, monitored and documented. Highlight areas of concern and interact with other departments to encourage best practice and resolution of issues, with the help of your Manager.
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.

All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

  • To be quality driven, aiming for 100% accuracy and timeliness of delivery.
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external).
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties.
  • To communicate and promote the values which reinforce and support a consistent quality culture.

Ideal Candidate

  • Detailed knowledge of PEP, ISA, Unit Trust, OEIC and Investment Trust administration
  • Can demonstrate an understanding of responsibilities within Financial Services industry
  • Awareness of Microsoft office packages
  • Good verbal reasoning and numeric skills
  • Strong Interpersonal and communication skills
  • Ability to analyse and appraise work to identify potential areas of concern that could lead to risk - with well-developed problem solving and decision making skills
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