Customer Service Analyst

About the Role

As a Customer Service Analyst, you will be the first point of contact for our clients, providing timely, accurate, and professional support across multiple channels. You will play a key role in delivering an excellent client experience while maintaining the highest standards of compliance and regulatory awareness.

Key Responsibilities

• Provide support to clients via phone, email, and live chat
• Handle queries related to:

~ Trading accounts (CFDs, Spread Bets, Cash Equities, ETFs, GIA,s ISAs, SIPPs)

~ Platform navigation and technical issues

~ Trade queries (execution, order types, account activity)

• Deliver clear and accurate explanations of financial products
• Manage client expectations during periods of high market volatility
• Escalate complex or sensitive issues appropriately
• Support complaint handling in line with internal procedures
• Ensure all interactions comply with FCA regulations and internal policies
• Identify and appropriately handle vulnerable clients
• Maintain accurate records of client interactions in CRM systems
• Contribute to continuous improvement of customer experience

Required Skills & Experience

Essential:

• 1- 3 years experience in a brokerage, fintech, or financial services environment OR education in relevant business segment
• Strong communication skills (written and verbal)
• Ability to explain complex information in a simple and clear manner
• High attention to detail and accuracy
• Ability to work under pressure, especially during busy market periods
• Strong problem-solving skills and a proactive mindset

Desirable:

• Basic understanding of:

~ Equities and ETFs

~ CFDs and associated risks

~ Investment account types (ISA, GIA, SIPP)

• Familiarity with trading platforms or fintech apps
• Awareness of regulatory requirements in financial services

Key Competencies

• Customer focus and empathy
• Strong sense of ownership and accountability
• Compliance and risk awareness
• Clear and confident communication
• Adaptability in a fast-paced environment
• Team collaboration

What You’ll Need to Succeed

• A strong understanding of the importance of not providing financial advice
• The ability to balance speed and accuracy in a trading environment
• A professional and calm approach to handling sensitive or high-pressure situations
• A willingness to continuously learn about financial markets and products