Senior Customer Service Representative

• Act as a subject matter expert and customer-facing professional in a regulated, fast-moving, and evolving environment.
• Resolve queries at first point of contact, including addressing initial customer dissatisfaction.
• Ensure accuracy in both written and verbal communications, maintaining high standards of professionalism.
• Demonstrate role-model behaviours that deliver positive customer outcomes and support colleagues to do the same.
• Embrace flexibility and adapt to shifting priorities throughout the day.
• Promote effective teamwork and collaborative working across all functions.
• Adhere to company policies, procedures, and service-level agreements.

• Manage and resolve customer queries promptly and accurately across all communication channels in line with SLAs and regulations.
• Encourage and enable first-contact resolution of queries and complaints.
• Act as a point of contact and mentor for less experienced colleagues.
• Support leadership teams as required within Transfer Agency.

• Possess a strong background in financial services, ideally within funds.
• Demonstrate understanding of complaint handling, incident recognition, and breach identification.
• Show commitment to professional development, ideally working towards IOC qualifications.

• Excellent, proven customer service skills.
• Up-to-date knowledge of financial services and industry practices.
• Ability to coach and support less experienced colleagues.
• Strong interpersonal skills with the ability to influence internal and external stakeholders.

SoCode