Job Title: Senior Customer Service Representative
Location: Central Leeds (fulltime on site)
Salary: £25,500

Our client is a leading provider of specialist services to the global asset management industry. With more than 20 years of experience, they partner with institutional investors, funds, and asset managers worldwide to design, support, and protect investment structures and strategies. 

Position Summary
Reporting to the Customer Services Assistant Manager, the Senior Customer Service Representative will deliver outstanding service and technical expertise across all inbound and outbound customer interactions.

Essential Duties and Responsibilities
The successful candidate will:

• 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.

Key Areas of Focus
Strategic Focus

• 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.

Governance & Risk

• 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.

Experience and Personal Attributes

• 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.
• Collaborative team player with excellent communication skills.
• IOC Module 1 (desirable).