Background to & purpose of role:

To be responsible for the accurate processing of client orders and to provide an excellent service to clients. 

Key responsibilities:

• Process client orders via the internet or by telephone
• Deliver excellent customer service to clients
• Proactively seek out and act upon client feedback to suggest improvements to our service or processes
• Deal with client queries/complaints by telephone, email and line chat, responding quickly to customer complaints, escalating these to an appropriate colleague or manager
• Develop a thorough knowledge of companies products and client base
• Develop an awareness of risk tocompany in the form of book exposure, liaising with senior dealers to ensure they are aware of potential risks
• Adhere to compliance and company procedure, attending training briefings where required
• Maintain personal/professional development to meet the changing demands of the role, participate in appropriate training and encourage/support staff in their development
• Ensure a positive approach to challenge and provide open and honest feedback
• In all internal and external contact, present a professional and positive image of the department andcompany as well as maintaining constructive relationships
• Take all reasonable steps to ensure appropriate confidentiality
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role.

Measurements 

KPI themes

• TBC upon commencement of employment

Competencies

• Excellent communication
• Relationship management
• Problem analysis
• Project management
• Resilience and drive
• Works with others to deliver results
• Takes personal responsibility to deliver results

Person Specification

Essential        

• IT confident, particularly MS Office
• Methodical and thorough approach to tasks, able to work to deadlines
• General market knowledge and awareness
• Product awareness e.g. Spread betting, CFDs
• Ability to work independently and within a team environment
• Confident communicator
• Numerate

Desirable

• Working knowledge of Reuters/Bloomberg; ability to interpret such data
• Fluent second language
• Knowledge of corporate actions, e.g. stock splits, dividend payments, rights issues, consolidations, mergers & acquisitions, etc
• Experience of working within a trading &/or financial environment
• Understanding of how instruments are quoted, e.g. basic principles of cash and futures arbitrage, fair values and futures' relevance to index prices, etc
• Knowledge of trading platforms
• Knowledge of UK, European and US order books, etc
• SII certified.