Lead Service Support Analyst in Horsham, England, United Kingdom

Lead Service Support Analyst

Overall purpose of the job

The Lead Service Support Analyst will actively ensure all contractual and business service levels are adhered to across multi disciplined teams. The role will be responsible for ensuring the effective triage, data gathering and assignment of all inbound cases, incidents, or tasks for further investigation by relevant support/service teams across the Benchmark group.

The individual will be part of a team that are the front line of engagement with our customers, therefore excellent customer service skills and comprehensive experience of dealing with complex issues through to resolution are required. The role will also play a key role in identifying common and repeated requests & incidents which will feed into continuous improvement and problem management.

About Benchmark

Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey – from starting and running a financial advice business more productively and effectively, to accelerating its growth and realising its value.

We support high quality financial advisers with our award-winning technology and support services.

And with our own Financial Advice business, we help families find solutions to meet their needs and aspirations and achieve peace of mind. By providing access to higher quality solutions, we make it easier for them to meet and exceed their goals.

Ensuring good client outcomes, with the client’s interests central to decision making, is very important at Benchmark. Treating Customers Fairly principles are embedded within our organisation and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.

The base

You'll be based at our Broadlands Business Campus near Horsham in West Sussex. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different. We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham’s main line train station.

What you'll do

• Active management of inbound tickets in accordance with SLAs

• Ensuring where possible customer cases are resolved at first contact

• Awareness of all complex inbound cases are managed through to successful resolution

• Ensuring inbound calls are answered in accordance with contractual obligations

• Affective technical troubleshooting of all inbound cases

• Liaising directly with customers and end clients, using both verbal and written formats to gather data for further processing by Application Support

• Early identification of any critical/major incidents and engagement with the Senior Incident & Problem manager to ensure timely service restoration

• Act as an escalation point within team

• Complaints handling in alignment to Benchmark complaint handling policy

• Ensure correct allocation of cases to relevant resolver groups

• Ability to manage a backlog and prioritise cases according to their impact and classification.

• Follow and adhere to all Group Service Operations policies, processes and procedures.

• Working with SDMs to ensure good visibility of customer queries/issues.

• Ensuring risk events are captured and relevant processes are followed.

• Collation of various datasets to produce customer and business management information.

• Ensuring knowledgebase articles are available, relevant and up to date.

• Regularly reviewing processes to identify areas for improvement.

• Collaborating across various multi-skilled teams/departments.

• Ensuring customers receive regular updates on the progress of their ticket throughout the case lifecycle.

• Management of personnel in accordance with Benchmark HR policies

• Management of individuals performance, development and training needs

• Work closely with the technical support and delivery teams to improve your own knowledge of Benchmark applications.

• Actively encouraging team engagement to further enhance knowledge and understanding of Benchmark applications.

The knowledge, experience and qualifications you need

• Excellent Customer Service skills.

• Logical analytical approach.

• Keen eye for detail.

• Ability to work under pressure.

• An in-depth knowledge of MS Office, particularly on Excel.

• Experienced in managing people.

• Excellent written and spoken English.

• Confidence and enthusiasm in embracing new technologies and learning new skills.

• Technically inquisitive.

• 24+ months experience in a customer facing role.

• Awareness of ITIL Incident, Problem, Change processes.

• Financial Services industry experience (desired)

• Able to drive and have access to a car (desired)

What you'll be like

• Promoter of the Treating Customers Fairly principles, and deliver your own responsibility for the duty of care to our clients

• An excellent telephone manner, friendly, professional and customer focused

• The ability to work to deadlines and effectively manage tasks

• Excellent time keeping

• Able to manage multiple jobs and demanding workload

• Desire to learn new skills and wants to challenge themselves

• Ability to work autonomously

• Proactive approach when responding to increased demand

• Dedicated work ethic

We're looking for the best, whoever they are

Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics