Role
The Customer Service area is responsible for defining and implementing sound business practice in building a strong client base which befits a globally resilient market brand.

The Customer Service Executives will report to and work closely with the Head of Customer Services in provid-ing a knowledgeable and efficient service function. The Customer Service area will be operational 7 days a week which will require flexible working hours. Certain later daily hours and some weekend attendance is a must.

Key details
• Provide assistance during initial phase in defining the exact business area set up and goals as our cli-ent’s approach and enter ‘go live’ for the Customer Service specific requirement.
• Provide assistance with regard customer support policies, processes, procedures inclusive of Payment necessities and all training requirements (initial and ongoing). This will include assistance in the defini-tion of all Customer Service functions.
• Collaborate with Head of Customer Service to provide feedback to help improve the total experience for customers.
• Represent the company and brand to all clients and potential clients in a professional and well com-municated manner.
• Deal with customer queries by phone and email efficiently and professionally and within a timely manner to promote and protect the company brand.
• Deal with Customer complaints and difficult situations in an effective manner, escalating where ap-propriate.
• Build a ‘deep’ understanding and knowledge of products and policies.
• Attend conferences/seminars that may assist in the development of the business together with client interaction
• Aligned to the business plan ensure that the all clients are rightly ‘valued’ and the client base has the expected diversity in terms of content and trading approach.
• Maintain awareness of the regulatory rules and environment together with any changes that may im-pact Customer Service.
• Provide warnings and education to any Clients that for any reason may not meet strict Company ac-ceptance criteria or be suitable for the product.

Essential skills and Experience
• At least two years of online customer support experience; online spread betting preferred.
• Proven experience in Fraud Management in a B2C environment.
• Proven experience with customer relationship management and software systems.
• Proven ability in establishing productive working relationships across the organisation.
• Good analytical, oral and inter-personal skills. Able to foster communication across departments.
• Experience with 3rd-party support services.
• Prior experience in reporting and statistical analysis.
• General understanding of business Support functions and critical areas of competence.

Desirable skills and experience
• Experience of working within a ‘start up’ environment.
• Requirements and experience of a business working within FSA regulation
• General understanding of laws, rules and regulations surrounding Countries in regard to gambling/trading activities together with business/client association and accountability

Essential technical skills
• An understanding of business fundamentals
• A broad understanding of computer systems, applications and operating systems.

Desirable technical skills
• Knowledge of margin based trading