Customer Service Administrator/ Contact Centre

Client Service Administrator/ Contact Centre

Edinburgh

12 Months Fixed Term

One of our large Financial clients is currently looking for a Client Service Administrator/ Contact Centre experience

To join their team.

The primary goal is to achieve clear outcomes and deliver exceptional service for investors, their representatives and client companies while participating in a culture of high performance, innovation and continuous improvement and acting as a point of contact to help others achieve this aim.

>Take ownership of answering, investigating and resolving all enquiries or complaints received via all channels (email, post, telephone, web) within agreed service levels and focusing on customer outcomes.
>Act as a point of contact for queries providing support and guidance to colleagues.
>Maintain your working knowledge of all products and procedures
>Demonstrate consistent levels of accuracy
>Participate in projects at the discretion of management
>To support wider TA and CST you will be required cross-train to perform additional duties/tasks
>Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service
>Demonstrate you understand our culture and display our shared values (Client Focus, Integrity, Teamwork and Excellence) and the application of TCF.
>Demonstrate personal responsibility for proactively mitigating risk by escalating and resolving concerns/incidents in line with Escalation Guidelines and TA Incident Escalation and Management process.

Help Clients Succeed - Understand client needs / Listen / Understand / Anticipate
Build Relationships / Collaborate / Deliver Excellence - Set the standard / Be leading edge / Act with urgency / Innovate / Continuously improve

Skills

Excellent communication & customer service skills (verbal and written)
Eye for detail
Calm under pressure & know when to escalate
Keen to use initiative to identify solutions
Know how to become a valued member of team & anticipate the needs of those you work with
Ability to effectively manage multiple priorities, on time and to high quality Strong knowledge of products and processes

One of our large Financial clients is currently looking for a Transfer Agency Administrator to join their team.

The primary goal is to achieve clear outcomes and deliver exceptional service for investors, their representatives and client companies while participating in a culture of high performance, innovation and continuous improvement and acting as a point of contact to help others achieve this aim.

>Take ownership of answering, investigating and resolving all enquiries or complaints received via all channels (email, post, telephone, web) within agreed service levels and focusing on customer outcomes.
>Act as a point of contact for queries providing support and guidance to colleagues.
>Maintain your working knowledge of all products and procedures
>Demonstrate consistent levels of accuracy
>Participate in projects at the discretion of management
>To support wider TA and CST you will be required cross-train to perform additional duties/tasks
>Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service
>Demonstrate you understand our culture and display our shared values (Client Focus, Integrity, Teamwork and Excellence) and the application of TCF.
>Demonstrate personal responsibility for proactively mitigating risk by escalating and resolving concerns/incidents in line with Escalation Guidelines and TA Incident Escalation and Management process.

Help Clients Succeed - Understand client needs / Listen / Understand / Anticipate
Build Relationships / Collaborate / Deliver Excellence - Set the standard / Be leading edge / Act with urgency / Innovate / Continuously improve

Skills

Excellent communication & customer service skills (verbal and written)
Eye for detail
Calm under pressure & know when to escalate
Keen to use initiative to identify solutions
Know how to become a valued member of team & anticipate the needs of those you work with
Ability to effectively manage multiple priorities, on time and to high quality Strong knowledge of products and processes