Customer Service Specialist

Customer Service Specialist

One of the UK’s oldest and most reputable investment houses are going through an incredibly exciting Digital Transformation with a new business division. The Customer Service Specialist will act as a champion for customer services in the D2C channel. You will work in partnership with the business and third party suppliers to maintain a customer centric attitude, focusing on activities that create customer loyalty and solve for customer issues and challenges. This is a key role to ensure that the D2C channel delivers a customer experience that reflects their brand, strategy and business objectives.

Customer Service Specialist- Responsibilities

• Work with the social media manager to handle complaints
• Bench-mark competitors best practice for customer service
• Prepare relevant training material for suppliers and minimum standards for customer service
• Work with the senior leaders to drive customer loyalty & retention
• Monitoring specific issues and wider trends in innovation of customer service
• Develop relationships with key suppliers and stakeholders to build on enhancing service delivery for our customers
• Ensure sufficient quality monitoring on all types of contacts is completed and meets agreed KPI standards

Customer Service Specialist – Requirements

• Experience working in a digital environment is a must for this position
• Experience in Financial Services (Investments/ Wealth management) is preferred but not essential
• Passionate about providing exceptional customer service and demonstrates a customer centric approach to resolving issues
• Exceptional interpersonal skills, professional and with the ability to effectively communicate at all levels, successfully engaging with Customers, key stakeholders, suppliers and internal teams.
• Good presentation skills and experience in delivering training both on an individual basis and for group training sessions
• A professional, motivational leader who has a proven track record for delivery and managing contact teams
• Highly IT literate to ensure that any technical issues are easily resolved for the customer
• Excellent organisational skills, track record of managing a key event or initiative
• Good people management skills as on a temporary basis there could be a requirement to flex resource to support outbound campaigns or road show events

This is an operational role that is of crucial important to my client and they are looking for the right type of person, however they cannot offer sponsorship so please ensure you have a valid UK work permit.

Due to the unconventional nature of this role and the high volume of responses unfortunately only successful candidates will be contacted.