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Client Services Manager

  • Location

    City of London

  • Sector:

    HR & Executive Support

  • Job type:

    Permanent

  • Salary:

    £37000 - £45000 per annum + Plus Benefits

  • Contact:

    Kayley Whybrow

  • Contact email:

    kayley@kennedypearce.com

  • Job ref:

    KWCSM_1642496859

  • Published:

    4 months ago

Our client, an established FX company are looking for a Client Services Manager to join their growing team. As the Client Services Manager, you will be responsible for managing a small team of customer service representatives based in the UK and remotely. We are seeking someone to create and sustain a positive team environment displaying high levels of team-spirit and motivation.

The ideal candidate will be a confident, experienced manager, with FX experience and a drive for results.

Hybrid working available

Key Responsibilities

  • Implementing client support processes to enhance customer satisfaction.
  • Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat, or instant message.
  • Formulating and revising customer support policies and promoting their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Hold regular meetings with department staff to discuss expectations and hear team concerns and cross departmental training.
  • Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees.
  • Communicate job expectations to other employees monitoring agents' activity and give constructive feedback on a weekly basis.
  • Collaborate with other client facing departments to identify and improve procedures.
  • Identify customer service trends and determines system improvements.
  • Regularly review and update existing KYC, AML and relevant procedures in liaison with Compliance Departments.
  • Determine client service requirements by maintaining contact with customers.
  • Liaise with company management to support and implement growth strategies.

Skills & Experience

  • Degree Qualification - preferably Business/Finance related
  • Previous Client Services and managerial experience
  • MS office and google sheets
  • Previous experience in FX

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