Senior Customer Service Representative

Reporting to the Customer Services Assistant Manager, the Senior Customer Service Representative will provide exceptional customer service and technical expertise on all inbound/outbound contact. The role holder will be subject matter experts, customer-facing in a regulated, fast-paced and changing environment and should demonstrate role model behaviours and evidence good customer outcomes. They will have a background in financial services and understand the importance of getting things right first time and support their colleagues to do the same by always demonstrating professional behaviours. The role holder will resolve queries at first point of contact in addition to any initial areas of customer dissatisfaction. They will demonstrate accuracy in their work, attention to detail, ensuring written and verbal communications are correct at the first point of contact. Effective teamwork and inclusive, collaborative working is essential. Flexibility in approach to work and skills is key as requirements may change throughout the course of the day. Each employee has a responsibility to adhere to Waystone’s policies, procedures and service level agreements.