DST Apprenticeships: Customer Service Advisor in Financial Services
DST – The best financial services company you’ve never heard of
DST Systems is made up of over 16,000 employees globally and with over 3,500 staff across our five Essex sites (in Basildon, Brentwood and Chelmsford) we are one of the largest employers in Essex – as well as one of the biggest Apprenticeship employers in the UK! We also have offices in Dublin and Stirling in Scotland.
What is a customer service advisor?
In the world of financial services it’s really important to ensure people can get advice and support over the phone from someone who’s got a good phone manner and is really there for the customer. That’s you. When customers call to make changes to their investments or make enquiries, you are there to help.
What do we do?
At DST we work with many of the world’s leading financial services brands. We provide our clients with specialist technologies and outsourced customer servicing solutions. Our clients include many of the largest and most recognisable organisations in the global financial services industry covering Investment, Pensions, Insurance and Savings providers.
What do you get from this apprenticeship?
This role is a Level 2 Investor Operations Administrator Apprenticeship. You’ll get an IOC Level 1 qualification on completing your Apprenticeship.
You’ll also get a competitive salary and the opportunity to progress into a rewarding career in customer communication and financial services. Upon successful completion of the Apprenticeship, employees are eligible for the internal development scheme, with the ability to climb the career ladder further.
What do you need to apply?
You’ll need GCSEs or the equivalent in Maths and English at grade 4/C or above.
Other than that? Read through the useful skills below, then you’re ready to send in your application. Once you apply, one of our Resource Management team will get in touch with you to explain next steps.
How does the Apprenticeship work?
Based in our Basildon office, as an Apprentice in our Client Services Team you’ll get extensive training before joining a team. Once you’re in a team you’ll hold telephone based roles, answering incoming customer enquiries and dealing with requests to do with investments like pensions and ISAs.
Not sure what investments are? Don’t worry – you’ll get fully trained up. By the end of the training you’ll know what investments mean and feel confident you know exactly how to help the customer.
This Level 2 Investment Operations Administrator Apprenticeship lasts about 18 months and you’ll be studying for an Investment Operations Certificate (Introductory Units).
DST Apprenticeships in financial services are all office-based, with additional learning provided online via webinars and a learning portal.
You’ll have a dedicated Apprentice Skills Assessor, and your appointments with them will take place in the office.
Once you complete the Apprenticeship, you are eligible for the internal development scheme to help your career in DST really go places.
What skills do you need?
- Good communication skills with a confident and professional telephone manner
- Good general computer skills including basic Word, Excel and email
- Any experience of using an in-house database isn’t needed but it’s a useful nice-to-have.
- Good organization skills – you’re ready and willing to work to daily/weekly deadlines and follow set processes to get things done.
- A positive attitude for dealing with customers who may be concerned about their money and need your help to understand what to do next (don’t worry, we’ll train you up in everything you need to know).
- Good spelling and grammar skills, with a keen eye for detail and accuracy.
What does your working day look like?
Once you’re fully trained, you’ll be able to:
- Hold telephone calls with confidence
- Answer customer enquiries
- Deal with requests involving invesments like pensions and ISAs
- Change bank details or address information for customers
- Action the buying and selling of shares for customers
- Keep top-notch accurate notes of customer conversations
As you can see, skill with numbers and an eye for accuracy is needed for the job. You’ll get the chance to communicate with customers. As far as those customers are concerned, when they speak to you on the phone you’ll be The Face (okay, The Voice) of DST.
It’s to your own benefit as well as the company’s that you push yourself to do the best job you can, put customers first, and see every piece of feedback as a chance to learn and improve.
Useful links for DST careers
More about DST careers:
We are recognised as one of the largest Apprenticeship employers in the UK. Young people aged 16-24 make up over 30% of our workforce. Our apprenticeships are a cut above. We’re looking for high performers – could that be you?
Visit the DST careers page to find out more about future careers in financial services.