AddressThe Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we’re digital, nimble, connected, and united in our vision to create a better way to trade.
We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 350+ team currently across 9 locations and 6 time zones.
The Role:
The Team Leader Client Services leads our Customer Experience and Onboarding team who provide exceptional customer support to our clients.
We have a proud history of providing exceptional customer service and are recognised among our competitors as being a top broker in the quality and timeliness of client support we provide.
We have a global client base, so when the sun goes down in Melbourne, our Cyprus and Chile teams take over. Our Team Leader Client Services will need to be available to ensure communication flows across geographies and timezones.
To be considered for this role, you’ll already have experience within the Forex and CFD Industry, and experience leading a diverse team of people with proven results in a customer environment. You’ll enjoy working in a fast-paced environment and be committed to ongoing learning and development.
As our Team Leader Client Services, your key responsibilities include, but may not be limited to:
- Mentoring and leading a team to provide best practice customer experience
- Overseeing and reporting on team performance, KPIs and level of client support
- Conducting Quality Assurance checks for the team
- Maintaining reporting on complaints and issues faced
- Training new team members, including development of training materials
- Undertaking analysis, making recommendations to elevate and enhance the customer experience function and collaborating with stakeholders to drive best practice
- Working closely with the compliance team to ensure our processes are up to high standards
- Working effectively with departments across the business to drive whole business improvements
- Effectively liaising across time zones and geographies as required with key stakeholders
Key requirements for the position:
- 3-5 years experience in Client Services at an organisation in a comparable industry.
- At least 2 years of people leadership experience with demonstrated ability to coach and lead others as a role model of the organisation
- Strong CFD trading knowledge and previous experience within the Forex and CFD Industry
- Proficiency in the use and knowledge of MT5, MT4, CTrader, Salesforce
- Demonstrated ability to manage Quality Assurance and Compliance standards
- Experience in driving efficiency and improvement in processes and systems
- Ability to present information to various groups of stakeholders, and tailor communication accordingly
- Ability to collaborate within teams and across functions
- Sound judgment and decision-making ability.
- Excellent attention to detail and strong problem solving skills
- Committed to ongoing learning and development.
Why you will enjoy working with us:
- Competitive salary structure including company bonus scheme
- Genuinely collaborative and friendly culture
- Flexible and hybrid working
- Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
- Ongoing personal development & learning opportunities
- 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
- 3 paid volunteering days per year & Workplace Giving Program
- Frequent events and celebrations including a standard weekly social
- Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
- Best in class end of trip facilities including bicycle parking, change rooms & showers
- A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas
More About Pepperstone
We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers and www.linkedin.com/company/pepperstone/
We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.
Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.
“We are a 2023 Circle Back Initiative Employer – we respond to every applicant”.
We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.
Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.
