Client Services Voice - Team Lead

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.
Job Description
Customer Services Voice – Team Leader
Location: Stirling
Get To Know Us:
Are you passionate about customer service? Our Contact Centre is the heart of our business, and we pride ourselves on excellent communication, attention to detail and our drive to be the best we can. Known within the business, as Client Services Voice, the Contact Centre is responsible for servicing our leading investment clients, and their customers.
Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including contact centre, using digital services.
Why You Will Love It Here!
Your Future: Professional Development Reimbursement including access to SS&C University
Work/Life Balance: Competitive holiday scheme
Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
Training: Hands-On, Team-Customised throughout your career
What You Will Get To Do:
Liaise between Clients, Customers, your team, Client Service Managers (CSMs), SS&C Group Compliance and administration areas, concerning the resolution of complaints
Effectively manage the team's workload
Ensure KPIs are being achieved, & SLAs are being met
Investigate complaints thoroughly and document findings
Discuss outcome of investigation with the complainant by telephone
Where required, write to the complainant to explain your findings, using agreed templates and Client company style guide
Establish and record complaints root cause data to provide Management with analysis and regular feedback
What You Will Bring:
Keenness to take responsibility for your area of the business, and act as a liaison between associates and management
Customer services leadership experience, either face to face or over the phone
Excellent customer service skills, including the ability to learn how to respond to complex customer queries
Organised and able to work on own initiative when required
IT skills
Empathy towards our clients’ needs
A keenness to make a career in the financial services industry
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.
Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
Applications will be accepted on an ongoing basis until the position is filled.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.