Customer Services Executive

Role Overview:

The Customer Service Executive is responsible for providing professional and timely support to clients across telephone, email and live chat. The role handles a range of client enquiries relating to accounts, products, platforms and services, while ensuring accurate record keeping and a high standard of customer experience. The role works closely with internal teams to resolve client issues and ensure all interactions are handled in accordance with Company policies, procedures and applicable regulatory requirements.

Key Responsibilities:

• Provide front-line customer support via telephone, email and live chat, ensuring enquiries are handled professionally and within agreed service standards.
• Respond to client enquiries relating to accounts, products, trading platforms and services, providing clear and accurate information.
• Handle customer feedback and complaints professionally, escalating complex or sensitive matters where appropriate.
• Assist with account-related enquiries, client onboarding, KYC requirements and general account administration.
• Maintain accurate and complete records of client interactions and relevant information within CRM and internal systems.
• Work closely with Compliance, Operations, Finance, Technology and other internal teams to resolve client enquiries and support a positive customer experience.
• Complete required regulatory and role-specific training and carry out responsibilities in accordance with FCA requirements, internal policies and procedures.

Qualifications:

• 2-3 years of experience in customer service, financial services, FinTech, FX/CFD, banking or a similar client-facing environment is preferred; applications from candidates with relevant transferable experience will also be considered.
• Excellent written and verbal communication skills with a strong customer-focused approach.
• Strong problem-solving skills with the ability to handle customer enquiries and complaints professionally.
• Good organisational skills, attention to detail and the ability to manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office and experience using CRM or customer service systems; experience with Zendesk would be advantageous.
• Knowledge of financial markets, trading platforms, KYC/AML or the FinTech industry would be advantageous.
• Fluent written and spoken English; additional language skills would be an advantage.

Benefits:

• Flexible working arrangement (3 days office attendance per week to foster collaboration)
• 6.6 weeks of annual leave (33 days, including bank holidays)
• NEST contributory pension scheme
• Private medical insurance (including optical, dental, and stress care) after probation
• Gym membership after probation

Pay: £26,000.00-£35,000.00 per year

Benefits:

• Company pension
• Gym membership
• Private medical insurance
• Referral programme
• Work from home

Application question(s):

• Do you have previous experience working within Financial Services, FinTech, FX/CFD, Banking or a similar regulated environment?

Experience:

• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London