About This Role

• Support operations teams, providing guidance, accuracy, and technical resolutions across a range of products/workgroups.
• Proactive knowledge sharing and feedback, and support of identified training needs within respective teams/product areas.
• Where required, deliver against planned project tasks (i.e. Regulatory and Business Changes), contributing to the growth, operational quality & customer outcomes throughout our business.
• Contribute to the overall wealth of team knowledge and understanding by sharing lessons learnt and/or technical expertise through collaboration, team meetings, coaching, or focussed workshops.
• Maintain and develop knowledge of specific product groups, challenges, and regulatory requirements, earning a trusted specialist stats in that area, as well as broadly supporting other groups.
• Creation and approval of Business Process Guides
• Build and maintain effective /professional working relationships with colleagues and customers. Focusing on service quality and productive processes.
• Support Operational and team management where required, providing ownership of tasks, building data, or providing escalation support.
• Lead by example, helping build a culture of proactive/creative thinking, ‘customer first’ understanding, and innovative ideas that support improved functionality/practises.

• Proven experience in a customer service role with an aptitude for technical understanding and knowledge building.
• A good understanding of FCA compliance regulations, internal processes, and systems functionality.
• Planning and Organising
• Process skills
• Communications and Relationships
• Analytical skills
• Process & system knowledge
• Product knowledge
• Commercial Knowledge

The hiring manager to contact is: Linzi Barnett Email: linzi.barnett@diligenta.co.uk

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