Job Vacancy Details


Customer Service Assistant Manager

Categories Full-Time, Permanent
Date Posted
March 29, 2018
Ref No
Salary – £
up to £26000
Location of Job
Leeds 11
Job Details

Our Leeds-based client has an exciting opportunity for an experience Customer Service Assistant Manager to work in their Fund Solutions Retail Operations area of the business. This role is part of a busy, operational team, managing a team of people who are at the front line when dealing with customer queries and responding to complaints. Day to day, you will make sure that team performance against service levels and KPIs are met, and the team work in line with regulations.

What being an Assistant Manager in the Customer Service team involves:

  • Conduct performance reviews and absence management meetings for direct reports
  • Ensure the customer service team answer incoming calls and emails within the specified SLA’s
  • Monitor call volumes and maintain forecasting models to ensure staffing levels are correct
  • Review team work and ensure correct procedures are followed in day to day role
  • Maintain staff training and competence levels by completing monthly monitoring of agent calls and emails and provide effective coaching/feedback sessions
  • Ensure that all staff are abiding to Data Protection regulations
  • Embed a strong customer service ethos and drive a culture of ownership and continuous improvement within the team
  • Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact
  • Review complaints received to the complaints mailbox and ensure the workflow is fully up to date at all times
  • Ensure complaints are fully investigated to the expected business standard and are responded to within the timeframe set out by the Financial Conduct Authority
  • Review complaint draft responses. Ensure correct outcomes are proposed and suggest any changes to draft response
  • Ensure complaint findings are sent to relevant internal Team Managers for consideration and remedial action if required
  • Develop and maintain positive working relationships with internal teams
  • Produce daily, weekly and monthly MI for the team relating to work and complaint volumes within the specified timeframes
  • Carry out recruitment for the team

Our client wants their employees to become well-respected industry professionals so as part of this role, they will be offering full study support for the Investment Operations Certificate. You will need to have achieved this qualification in full within the first two years of your employment. Books will be provided along with mock exams, study leave and a community that can really support you through your studies.

The IOC forms part of the Chartered Institute of Securities and Investment and is recognised as a Professional Qualification in over 50 countries.

The ideal candidate will need:

  • G.C.S.E Maths and English grade ‘C’ or above
  • Experience of performance management and leading teams
  • Previous experience of working within a Contact Centre or in a Customer Services role
  • Excellent complaint handling experience
  • Excellent customer/client service skills
  • Excellent communication skills, both written and verbal
  • Good understanding of managing deadlines and service level provision
  • Knowledge of managing continuous improvement activity
  • Significant coaching and supervisory experience
  • Ability to work under pressure and to tight deadlines
  • Good problem solving skills
  • Excellent attention to detail and accuracy
  • Good organisation and time management skills
  • Ability to adapt to changing situations
  • Good team working attitude
  • Ability to process and interpret complex information
  • Good understanding of Microsoft Office

The following would be desirable but not essential:

  • Knowledge of the investment industry and practices
  • Investment Operations Certificate
  • Previous experience within Financial Services or Banking industry

The salary is up to £26000 for this role and our client offers 23 days holidays which increases in-line with service. Benefits include pension scheme, life cover and the opportunity to opt-in to additional benefits such as Private Medical Insurance, Dental Insurance, Childcare Voucher Scheme etc.  There is on-site parking, a subsided canteen and high street coffee shops along with a free shuttle bus from Leeds Bus and Train Stations.  The location is close to the White Rose Shopping Centre along with easy access to most major motorways.

If you would like to apply for this role, please forward your details clearly outlining the required skills and experience to

Candidates will be required to attend THE Agency offices in Cleckheaton, to register and complete a short interview. If shortlisted, candidates will be required to attend an interview with our client.

GDPR Disclaimer: Please appreciate that whilst we review all CV’s and applications, due to the high volume that we receive on a regular basis, we only respond to candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, please accept that your application has been unsuccessful. Additionally. please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications and we will not keep candidate information on file for future vacancies at this stage of our process.

How to Apply

To apply for this vacancy, please make a note of this Vacancy’s Title: Customer Service Assistant Manager and Reference Number: TAP1349 and apply by email using the email address above.

When emailing, please make sure you include this Vacancy’s Title Customer Service Assistant Manager AND Reference Number TAP1349, in your email’s subject line and don’t forget to attach your CV as a Microsoft Word™ or as an RTF (Rich Text Format) document. Other formats such as PDF or Microsoft Publisher™ documents may be rejected.

Please note: We review all CVs and applications that are sent to us, however due to the large volume that we receive on a regular basis, please be aware that we only respond to those candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, your application has been unsuccessful.

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