Business Support Specialist acting as a key coordinator for sales teams at Solenis. Supporting commercial initiatives and ensuring effective sales processes.
About the role
- Manage a team of Customer Service Representatives for interactive investor, leading customer service excellence and team performance.
Responsibilities
- Lead and manage a team of Customer Service Representatives to meet performance and efficiency targets.
- Ensure delivery of a high-quality, omni-channel customer service (inbound, outbound, email, social media).
- Drive customer satisfaction by resolving issues, focusing on First Point Resolution, and addressing root causes.
- Build a motivated, high-performing team, fostering a culture of ownership, improvement, and customer-focused behaviour.
- Collaborate with key business areas to enhance customer and employee experiences.
- Monitor team performance, provide coaching, and manage resources for optimal efficiency and service delivery.
- Maintain risk management controls and ensure adherence to compliance policies and procedures.
- Effective handling of critical incidents, such as system outages, escalated customer complaints, or high call volumes, while maintaining service quality.
- Lead strategic initiatives and drive continuous improvement in customer service operations.
Requirements
- Essential:
- Proven team management experience in a demanding contact centre, preferably in a regulated environment.
- Strong KPI management, including performance, SLA, productivity, and error monitoring.
- Technical understanding of online stockbroking for quality monitoring and coaching.
- Familiarity with customer relationship management (CRM) software (preferably Salesforce).
- Strong data analysis and reporting skills to drive actionable insights.
- Ability to quickly adjust priorities to meet SLAs across all customer channels.
- Effective team leadership, coaching, development, and decision-making skills.
- Strong relationship-building with team, management, and stakeholders.
- Knowledge of the Consumer Duty principles, Treating Customers Fairly (TCF) and Anti Money Laundering/KYC regulations.
- Ability to develop and implementing strategies to minimise potential risks, such as improving processes or addressing common customer complaints proactively.
- Desirable:
- Knowledge of ISA and SIPP products.
- Familiarity with FCA complaint handling processes.
- **Personal Attributes:**
- **STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME**
- Clear communicator
- Strong team player
- Demonstrated passion and drive for delivering the best outcome
- Moving with speed – delivering faster and better
- Decisive and takes ownership of outcomes
- Not afraid to challenge and be open to challenges
Benefits
- **Group Personal Pension Plan** – 8% employer contribution and 4% employee contribution
- **Life Assurance** and **Group Income Protection**
- **Private Medical Insurance** – Provided by Bupa
- **25 Days Annual Leave**, plus bank holidays
- **Staff Discounts** on our investment products
- **Personal & Well-being Fund** – Supporting your physical and mental wellness
- **Retail Discounts** – Savings at a wide range of high street and online retailers
- **Voluntary Flexible Benefits** – Tailor your benefits to suit your lifestyle
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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