Job Description

Location:

London (Hybrid, 3 days a week from the office)

Salary:

27,000-30,000

Job Type:

Full-time, Permanent

Schedule:

Monday to Friday, 8:30am - 5:30pm

Job Summary

We are seeking a client-focused individual to lead the day-to-day operations of our onboarding and client support team. The role combines hands-on operational work with supervisory responsibilities and offers the opportunity to contribute to process improvements and service quality. The ideal candidate will be confident, organised, and able to uphold high standards while supporting team performance and ensuring clients receive an exceptional level of service.

About Us

We are an award-winning provider of Forex, CFDs, and Financial Spread Betting services, with offices in London. Regulated in multiple jurisdictions, including by the Financial Conduct Authority (FCA) in the UK, we operate in a fast-paced, dynamic environment that values attention to detail and a strong compliance culture.

Our team consists of experienced professionals committed to delivering excellent service and maintaining high operational standards. As the company continues to grow, we're looking for motivated individuals to help support and shape our ongoing success.

Key Responsibilities

Supervise daily client onboarding and support tasks. Ensure all new account applications and KYC checks are processed accurately and on time. Monitor team responses (email, live chat, phone) for quality and compliance. Manage dormant account processes, expired documentation, and LEI renewals. Maintain team rota, approve leave, and track attendance using internal systems. Monitor complaints and ensure proper resolution and record-keeping. Maintain and update onboarding manuals, FAQs, and canned responses. Record and submit monthly and quarterly monitoring statistics and reports. Identify training needs; deliver refresher sessions and one-to-one coaching. Liaise with departments such as Compliance, Finance, and IT to resolve issues. Handle escalated or complex client queries when needed.

What We're Looking For

Previous experience in client onboarding or client services within financial services (required). Prior supervisory or team lead experience (essential). Strong working knowledge of KYC/AML requirements and onboarding procedures. Excellent communication skills and strong attention to detail. Comfortable using CRM systems and Excel. Ability to manage multiple priorities and support team performance. Ambassador of the brand; promoting the Company internally and externally.

Experience:

Client Services: 2 years (required) Financial Services or Brokerage: 1 year (preferred) Supervisory or team lead: 1 year (required)

Benefits

Full-time position with a 3-month probationary period Company pension scheme (after probation) Group Life Insurance Group Income Protection (after probation) Gym membership (after probation) 24 days holiday per year
Job Types: Full-time, Permanent

Pay: 27,000.00-30,000.00 per year

Benefits:

Gym membership
Work Location: Hybrid remote in London EC4N