Senior Client Services Officer
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 organisational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 350+ team currently across 8 locations and 6 time zones. That’s enough about us for now.
The Role:
Our Senior Client Services Officers perform an important role in providing unparalleled customer support to our global clients in the world of Forex, CFDs, and related services. As a leader within the Client Services team, responsible for complex, high value client cases, emails, and complaints, you will demonstrate our commitment to exceptional value for clients and our core values.
The ideal candidate for this role is someone who thrives in a fast-paced environment, has a passion for continuous learning and development, and is dedicated to delivering exceptional customer service. If this sounds like you, apply now to be a part of our award-winning team!
Your days may include, but not limited to:
- Be an escalation point for complex and high value/risk client cases/chats/phone calls and trade investigations
- Assist and lead project initiatives, including identifying areas for improvement and opportunities to streamline processes
- Provide live chat, email, phone, and social media support to clients whenever required, and be a point of contact for queries from other teams within Pepperstone
- Championing the client by providing exceptional day to day customer support to our clients in line with quality standards and KPIs
- Be a leader within the Client Services team, demonstrating proactively Pepperstone’s commitment to exceptional value for clients
- Provide ongoing training to new and existing Client Services team members
- Maintain a working knowledge of global compliance standards and ensuring these standards are met
Our ideal candidate will possess:
- Experience in financial services, with at least 2 years experience in a similar role within the industry
- Demonstrated ability to handle trade investigations independently
- High level of attention to detail and accuracy with the ability to maintain quality even in busy times
- Strong communication and stakeholder management skills, with the ability to effectively collaborate and present information to internal and external stakeholders
- Ability to use good judgment, act, and make decisions with integrity
- Desire and passion for continuous learning, improvement, and innovation
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 prospective employer, see what our team are saying on Glassdoor. We respect our team me