Client Services Voice - Team Lead

Location: Stirling, UK

Company

SS&C provides AI-powered technology and services for financial services and healthcare organizations, including global investor and distribution solutions.

What you will do

• Act as a liaison between clients, customers, the contact centre team, Client Service Managers, compliance, and administration teams.
• Manage the team’s workload and support delivery against KPIs and SLAs.
• Investigate customer complaints thoroughly and document findings.
• Discuss investigation outcomes with complainants by telephone and provide written explanations when required.
• Record complaint root-cause data and provide analysis and regular feedback to management.

Requirements

• Experience leading customer services teams, either face to face or over the phone.
• Strong customer service skills and the ability to respond to complex customer queries.
• Ability to take responsibility for a business area and liaise effectively with associates and management.
• Organized, able to work independently, and empathetic toward client needs.
• IT skills and an interest in building a career in financial services.

Culture & Benefits

• Professional development reimbursement and access to SS&C University.
• Competitive holiday scheme and wellbeing-focused benefits.
• Hands-on, team-customized training throughout the career.
• Commitment to diversity and inclusion.