Client Services Lead

SS&C Technologies

. Liaise between Clients, Customers, your team, Client Service Managers (CSMs), SS&C Group Compliance and administration areas concerning the resolution of complaints .

Posted 10/9/2026full-timeStirling • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service leadership and the ability to manage team workloads effectively while ensuring KPIs and SLAs are met. Proficient in investigating complaints, documenting findings, and communicating outcomes to clients in a clear and empathetic manner.

Highest-signal resume keywords

Customer Service LeadershipComplaint InvestigationKPI AchievementTeam ManagementClient Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint DocumentationRoot Cause AnalysisKPI MonitoringSLA ManagementIT Skills

Soft Skills

EmpathyOrganizational SkillsInitiativeCommunication Skills

Industry Keywords

Financial ServicesCustomer ServiceContact CentreClient Liaison

About the role

Key responsibilities & impact

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 and 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 findings using agreed templates and Client company style guide
Establish and record complaints root cause data to provide Management with analysis and regular feedback
Lead customer service activities within SS&C’s Contact Centre servicing investment clients and their customers

Requirements

What you’ll need

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

Benefits

Comp & perks

Professional Development Reimbursement including access to SS&C University
Competitive holiday scheme
Competitive benefits designed to support the wellbeing of our staff
Hands-On, Team-Customised training throughout your career
Diversity and inclusion commitment