Job Assistant Manager - Customer Services. West Yorkshire UK Recruitment - job offers

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Job title: Assistant Manager - Customer Services.

Job description:
Job Title Assistant Manager - Customer Services. Location Leeds. Competitive Salary & Benefits. About the role. The role of Assistant Manager will supervise the various aspects of Customer Services administration in a timely, accurate and efficient manner and in line with regulatory requirements. About Capita | Asset Services. We are Capita Asset Services, a division of Capita plc, a FTSE 100 company and the UK's leading provider of business process management and integrated professional support solutions. Capita Asset Services, service assets and help our clients to protect and grow their businesses. We firmly believe that one size doesn't fit all, so our solutions are specifically designed around our clients' needs. Whether it's providing corporate, private client, treasury, debt or fund administration or shareholder and employee solutions. What you will do:. - Embed a strong Customer Service ethic within the team. - Ensure all Customer Service staff answer incoming calls and respond to emails from Investors/IFA's within the specified Service Level Agreements. - Monitor call volumes and maintain forecasting models to ensure staffing levels are correct. - Ensure administrative requirements at the end of calls are carried out. - Provide support and guidance when dealing with complex queries and be the first point of contact for escalated queries. - Provide support and guidance with complaint handling and expressions of dissatisfaction and attempt to seek resolution at first point of contact. - Ensure all emails are responded to both internally and externally within the specified timeframe. - Maintain staff training and competence standards by completing monthly monitoring of agent calls and providing effective coaching/feedback sessions. - Identify instances of non-compliance and refer to the Customer Service Centre Manager, Senior Manager of Retail Operations and the Compliance Department and resolve them. - Create and maintain effective working relationships with colleagues and assist other areas of the business when required. - Proactivity in identifying areas for control improvement. Your experience will include:. - A proven track record in supervising or leading customer services teams. - Financial services experience. Your skills will include:. - Highest standards of attention to detail. - Team player. - Articulate and effective communicator. - Ability to process and interpret complex information. What's in it for you?. At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do next. Help us find out more about you by completing our short application process - click apply now. Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership. Listen | Create | Deliver. Follow Capita on twitter (at) capitacareers. Follow Capita on facebook (at) careersatcapita. Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Employer Name: UK Recruitment

Form of contact: Recruiter

Job short description: General office clerks

Country: United Kingdom

Region: West Yorkshire

Contract duration: Permanent

Contract type: Full time

Source of job offer:
Department for Work and Pensions, Public Employment Services, United Kingdom

How to apply: Other - see free text

Salary currency: GBP

Salary period: Monthly

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