Customer Operations Specialist

This role reports into the Customer Operations Team Lead. As a member of the Customer Operations Team, you will be responsible for providing day-to-day support and exceptional customer service for our Installed Base of key clients. Customer Operations provides continuous 24-7 support. Some of the team therefore work on a shift pattern, some work business hours. This role is working as part of the UK business hours team. Handle phone queries and support tickets, cover complaints and crisis management, manage trading tasks - cancellations, splits, drawdowns and rolls and troubleshoot technical and operational issues.

Liaise with the Technical team and Operations team to resolve issues, escalate serious issues when necessary, adjust user configurations, build and document processes internally and assist with external communications, as well as assist in product development. Maintain full understanding of our Back Office system, margin, reconciliation, our currency offering, payment limitations, and the FX market and share client feedback with the Product Team.