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Customer Service Centre Support Officer

Customer Service Centre Support Officer

FNZ GroupNewcastle upon Tyne, United Kingdom
25 days ago
Job type
  • Full-time
  • Permanent
Job description

Responsibilities

  • Providing first line support within the Support Services team
  • Be the first point of contact for client-raised issues either via the ticketing tool, or by telephone or email
  • Log / review and carry out first line duties on issues via the ticketing tool
  • Assist in the allocation of all new support issues to responsible support analysts and teams
  • Pro-actively track progression of Business Critical Incidents and update internal stakeholders with progression / resolution summary
  • Follow up on Incidents where the action is with the client
  • Appropriately route service requests / enquiries to relevant parties.
  • Meet first line Service Level Agreement (SLA) expectations
  • Monitor and police outstanding issues to check correct standards of Incident maintenance, quality and timeliness ofmunication and agreed SLA levels are being met and to escalate where failings are detected as appropriate
  • Provide ad-hoc and regular MI reports on BAU support, service and trends
  • Arrange and run regular client facing support meetings with clients where appropriate
  • Be responsible for maintaining the Support Services procedural documents and making them available to all staff
  • Carry out any other Support Services duties that may be reasonably required

Performance Assessment

  • KPI reporting - issue management performance against KPIs
  • Customer / Internal Feedback -munication skills, responsiveness, and accuracy of information / analysis may be assessed using feedback
  • Time Management - Regular tasks / reportingpleted accurately and on time

    • Experience required

  • Keen attention to detail
  • Experience of ticket and incident management
  • Excellent Customer service skills
  • Good use of Microsoft packages particularly Word and Excel
  • Experience in Finance, IT or project management desirable but not essential
  • Excellent organisational, administration and time management skills
  • Good teammunication skills, confident in dealing with internal and external clients
  • Interest / familiarity with financial markets and products

    • About FNZ

    FNZ ismitted to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, butplexity holds firms back.

    We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

    We partner with over 650 financial institutions and 12,000 wealth managers, with US$ trillion in assets under administration (AUA).

    Together with our customers, we help over 20 million people from all wealth segments to invest in their future. Job ID REQ-13243

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