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