Team Lead- Client Services
Pepperstone, Australia
Job Description
The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we’re digital, nimble, connected, and united in our vision to create a better way to trade.
We thrive on progress for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 350+ team currently across 9 locations and time zones.
The Role:
We are seeking a new Team Leader to lead our Client Services team in Melbourne. In this role, you will be leading our Customer Experience and Onboarding team (up to 8), who provide exceptional customer support to our clients over live chat, email and phone. We have a proud history of providing exceptional customer service and are recognized among our competitors as being a top broker in the quality and timeliness of client support we provide. We have a global client base, so when the sun goes down in Melbourne, our Cyprus/UK team take over. In this role you will need to be available to ensure communication flows across the geographies and time zones with these team members as required.
To be considered for this role, you’ll already have experience in managing a diverse team of people with proven results in a customer service environment.
To thrive in this role, you'll enjoy working in a fast-paced environment and are committed to ongoing learning and development.
Your days may include, but not be limited to:
- Mentoring and leading a team to provide best-practice customer experience
- Overseeing and reporting on team performance, KPIs, and level of client support
- Conducting Quality Assurance checks for the team
- Maintaining reporting on complaints and issues faced
- Training new team members; including development of training material
- Undertaking analysis, making recommendations to elevate and enhance the customer experience function and collaborating with stakeholders to drive best practice
- Working closely with the compliance team to ensure our processes are up to high standards
- Working effectively with departments across the business to drive whole business improvements
- Effectively liaising across time zones and geographies as required with key stakeholders including Customer Experience Officers in Cyprus and the UK
Our ideal candidate will possess:
- 3-5 + years’ experience in a similar role
- Previous leadership experience with ability to manage and coach people
- Demonstrated ability to manage Quality Assurance amp; Compliance standards
- Experience in driving efficiency and improvements in processes and systems
- Ability to collaborate within teams and across functions
- Excellent attention to detail
- Strong problem-solving abilities
Why you will enjoy working with us:
- Competitive salary structure including company bonus scheme
- Genuinely collaborative and friendly culture
- Flexible and hybrid working
- Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
- Ongoing personal development amp; learning opportunities
- 15 weeks paid primary carers parental leave amp; 4 weeks paid secondary carers leave
- 3 paid volunteering days per year amp; Workplace Giving Program
- Frequent events and celebrations including a standard weekly social
- Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
- Best in class end of trip facilities including bicycle parking, change rooms amp; showers
- A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas
More about Pepperstone
We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/
Don't miss out on this rare opportunity to join our a high performing, collaborative team. Please express your interest by clicking the apply button below as soon as possible.
Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.
We understand it’s important to do due diligence on a pr