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Senior Support Manager

Location: Stirling
Salary: DOE
Reference: J22751
Contract Type: Permanent
Working Hours: Full-time
Created: 29th July 2022
Closing: 26th August 2022

We are looking for a Senior Relationship Co-Ordinator to join our client, a global outsourcing company, who operate within the Financial Services sector.

Notable requirements/benefits –

• Financial Services/Wealth Management experience is essential
• 6 weeks in office training, followed by a hybrid working model – 3 days based in the Stirling office (free parking)
• Core and bank holidays, plus flexible time-off policy – no cap on the number of holidays. Business needs dependant.
• Pension
• Life Cover/health and wellbeing policy – access to GP apps, medical specialists, counsellors, financial guidance, health and nutrition support

The main purpose of the role is to take control of any complex issues/non-standard enquiries flagged by high profile or key Partners and take personal responsibility to see issues through to resolution.

• Initiating and attending office visits and location meetings, strengthening existing relationships with key stakeholders and also establishing new networks/relationships
• Exceptional handling of complex/technical or complaint work, coordinating assistance from key contacts in processing areas and providing final decisions and letters if required
• Monitoring progress and undertaking preventative measures as appropriate
• Handling incoming calls from any relevant party and making outbound calls to complete/resolve the enquiry
• Responding to email enquiries, within set SLAs, from Partners and colleagues
• Escalating significant cases, using the correct tools, providing recommendations to ensure the correct outcome
• Deputising for other location Partner Support Specialists in their absence
• Providing coaching and mentoring to new Senior Support Managers, assisting with difficult calls or complaints where required and developing their technical knowledge
• Attending Back Office Team Meetings, on occasion, to help increase business awareness and improve understanding of the provision
• Analysing the root cause of complaints/issues received and recommend improvements, including taking responsibility for implementing changes
• Identifying and implementing process improvements
• Carrying out any other duties which are within the employee’s skills and abilities whenever reasonably instructed

Experience of working in a similar role would be highly beneficial however this may suit someone currently working in the Financial Service sector and looking for career progression. As a natural problem solver you must have a passion for complaint resolution and have the confidence to challenge decisions at all levels.

If you are looking for a new opportunity and believe you have the skills and experience needed for this position, please apply by submitting your CV.

Legal Information:

Contract Scotland offers both the services of an employment agency for permanent work and an employment business for temporary work.

We can only deal with applications from Candidates who are eligible to work in the UK and are current UK residents.

We are committed to equal opportunities and diversity for our employees, temporary workers and work seekers. Individuals are only assessed on their individual merits and suitability to a position irrespective of race, gender, disability, age, faith or sexual orientation.