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About the Role
Lead a team of up to 15 Customer Service Representatives within the Stockbroking business, focusing on developing your team, improving client experiences, and delivering strong service outcomes. This role offers an opportunity to make a visible impact within a growing fintech company.
Responsibilities
- Lead and support a team to deliver professional, efficient, and compliant service across phone, email, and live chat.
- Coach team members and monitor performance.
- Manage complex and escalated client enquiries.
- Work with the broader Client Services team to improve service levels and client satisfaction.
- Build team capability and improve operational processes.
- Support training and onboarding.
- Identify process improvements and partner with Workforce Planning.
- Manage escalated complaints, financial crime matters, and complex client interactions.
- Run team meetings and embed new knowledge and business changes.
- Identify opportunities to improve processes, efficiency, and service quality.
- Provide performance insights and recommendations to the Client Services Manager.
- Maintain strong compliance and RG146 standards across the team.
Requirements
- Experience leading a team in a high-volume customer service or operations environment.
- A strong track record of developing people and improving team performance.
- Experience working with workforce planning, service levels, and operational performance.
- The confidence to identify and implement process improvements.
- Strong decision-making and problem-solving skills.
- Resilience, drive, and a positive approach to change.
- RG146 accreditation and a commitment to ongoing professional development.
- Experience in stockbroking, financial services, or a regulated customer service environment will be highly regarded.
Skills
- Coaching
- Problem-solving
- Process improvement
- Decision-making
- Communication
Location
- Office-based (5 days in office)
Work Type
- Full-time
- Onsite
Experience Level
- Team leadership experience
Education Level
- RG146 accreditation
Benefits
- Accrue five additional annual leave entitlements each year (My Days).
- Enjoy five extra annual leave days after 12 months of employment.
- Birthday off.
- Free annual charity day.
- $0 trades for staff and family trading accounts.
- Continuous learning and development offering (technical and performance training).
- Unlimited access to a dedicated benefits and wellbeing hub.
- Retailer discounts.
- Resources to support physical and mental wellbeing.
- Complimentary breakfast cereals and coffee.
- Opportunities to connect through fitness, social events, classes, and trivia.
About the Company
- CMC Markets is a global leader in CFD trading and share investing.
- Committed to providing the ultimate trading experience.
- A growing fintech company with global expansion and product offering.
Equal Opportunity
- An equal opportunities employer committed to creating a diverse and inclusive workplace.
- Values differences and unique perspectives.
- Encourages applications even if not a 100% fit for the role.