Customer Service Consultant
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Our client, a global fintech and online trading leader, providing its clients with access to CFDs, spread betting, forex, and stockbroking services and known for its strong technology focus and regulated presence across major financial markets are seeking a Customer Experience Consultant to join their team in London.
ROLE PURPOSE
Deliver exceptional customer service as part of our clients’ top tier support team, providing premium digital-first support to high-value UK clients and handling complex escalations. Work within a small, high-performing team to resolve sophisticated queries, manage disputes, and ensure superior customer outcomes while maintaining productivity and quality standards that exceed industry benchmarks.
KEY ACCOUNTABILITIES
Service Delivery
- Deliver digital-first support via Intercom while offering selective callback services for high-value clients
- Handle inbound phone support for vulnerable customers and accessibility requirements
- Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
- Handle complex escalations from offshore teams, resolving sophisticated trading and account queries
Client Management
- Provide expert-level support across our clients’ product suite and trading platforms
- Offer trade assistance and execution, P&L analysis, and margin calculations for sophisticated clients
- Ensure first-time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes
- Champion customer experience and advocate for process improvements
Collaboration and Development
- Align with UK commercial teams to ensure deep local market understanding
- Participate in local customer campaigns and contribute to team knowledge sharing
- Contribute to training materials and process documentation
- Support international projects as assigned
EXPERIENCE AND SKILLS
Essential
- Proven track record in customer service excellence
- Demonstrated ability to handle complex, sensitive customer issues
Desirable
- Previous experience with financial products, derivatives, or trading platforms
- Experience working in fast-paced, target-driven environments
- Knowledge of UK financial regulations and consumer rights
- Previous tier 2/3 support experience