[New Job Opening] Client Services Manager job Vacancy in KennedyPearce Consulting, London

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Job Details:
Company name : KennedyPearce Consulting
Position Name :
Client Services Manager
Job ID :
Description : Our client, an established FX company are looking for a Client Services Manager to join their growing team. As the Client Services Manager, you will be responsible for managing a small team of customer service representatives based in the UK and remotely managing those from the South Africa Office. We are seeking someone to create and sustain a positive team environment displaying high levels of team-spirit and motivation.
The ideal candidate will be a confident, experienced manager, with FX experience and a drive for results.
Salary: £37,000 – £45,000
Location: Canon Street
Hybrid working available
Key Responsibilities
Implementing client support processes to enhance customer satisfaction.
Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat, or instant message.
Formulating and revising customer support policies and promoting their implementation.
Informing the team of all new information related to products, procedures, and trends.
Hold regular meetings with department staff to discuss expectations and hear team concerns and cross departmental training.
Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees.
Communicate job expectations to other employees monitoring agents’ activity and give constructive feedback on a weekly basis.
Collaborate with other client facing departments to identify and improve procedures.
Identify customer service trends and determines system improvements.
Regularly review and update existing KYC, AML and relevant procedures in liaison with Compliance Departments.
Determine client service requirements by maintaining contact with customers.
Liaise with company management to support and implement growth strategies.
Skills & Experience
Degree Qualification – preferably Business/Finance related
Previous Client Services and managerial experience
MS office and google sheets
Previous experience in FX
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