Customer Service Analyst

About the Role

We are seeking a highly motivated and client-focused Client Service Analyst to join our growing Customer Services team. This role sits at the heart of our business, serving as the primary point of contact for clients across a range of investment and trading products.

As a Customer Service Analyst, you will play a critical role in delivering an exceptional client experience while supporting clients throughout their investment journey. You will work within a fast-paced, regulated environment, providing professional support across multiple communication channels and ensuring every interaction reflects our commitment to service excellence, operational integrity, and regulatory compliance.

This is an excellent opportunity for individuals looking to build a career within financial services, capital markets, fintech, etc., gaining exposure to a broad range of investment products, trading platforms, and client relationship management practices.

Key Responsibilities

Client Support & Relationship Management

• Deliver professional, timely, and accurate support to clients via telephone, email, and live chat.
• Act as a trusted first point of contact, providing a seamless and positive client experience.
• Build confidence and trust through clear communication and efficient issue resolution.
• Manage client expectations effectively during periods of heightened market activity and volatility.

Product & Trading Support 

• Provide assistance relating to:
  ~ Trading accounts, including CFDs, Spread Betting, Cash Equities, ETFs, GIAs, ISAs, and SIPPs.
  ~ Trading platform navigation, functionality, and technical troubleshooting.
  ~ Trade-related enquiries, including order types, trade execution, account activity, and transaction history.
  ~ Account administration, onboarding processes, and client account maintenance.

Regulatory & Compliance Responsibilities

• Ensure all client interactions are conducted in accordance with FCA regulations, internal policies, and industry best practices.
• Maintain a clear understanding of the distinction between providing information and providing regulated financial advice.
• Identify and appropriately support vulnerable clients in line with regulatory expectations.
• Escalate complex, sensitive, or high-risk cases to relevant stakeholders.
• Assist in complaint handling and resolution processes while maintaining fair client outcomes.
  

Operational Excellence

• Maintain accurate and comprehensive records of all client interactions within CRM and internal systems.
• Contribute to process improvements that enhance operational efficiency and client satisfaction.
• Collaborate closely with Compliance, Operations, Trading, and Technology teams to deliver effective client solutions.
• Support business initiatives aimed at improving service standards and client engagement.

Skills, Experience & Qualifications
Essential

• 1–3 years of experience within a brokerage, fintech, financial services, banking, or investment environment; alternatively, a degree in Finance, Economics, Business, or a related discipline.
• Excellent verbal and written communication skills.
• Ability to explain complex financial concepts in a clear, concise, and client-friendly manner.
• Strong analytical and problem-solving capabilities.
• High levels of accuracy, attention to detail, and organisational skills.
• Ability to perform effectively in a fast-paced environment with competing priorities.
• Strong sense of accountability and ownership.
  

Desirable

• Understanding of financial markets and investment products, including Equities, ETFs, CFDs, and Spread Betting.
• Familiarity with investment account structures such as ISAs, GIAs, and SIPPs.
• Experience using trading platforms, investment applications, or CRM systems.
• Knowledge of FCA regulations and financial services compliance requirements.
• Additional financial qualifications or progress towards industry certifications.

What Success Looks Like

The successful candidate will demonstrate:

• A genuine passion for delivering outstanding client experiences.
• The ability to remain calm, professional, and solution-focused under pressure.
• Strong commercial awareness and an interest in financial markets.
• Sound judgement when handling sensitive or complex client matters.
• A commitment to maintaining the highest standards of compliance and risk awareness.
• A proactive approach to continuous learning, personal development, and process improvement.

Why Join Us?

• Exposure to a broad range of financial markets and investment products.
• Opportunity to develop expertise within a regulated financial services environment.
• Collaborative and high-performing team culture.
• Ongoing professional development and learning opportunities.
• The chance to make a meaningful impact on client outcomes and business success.

If you are passionate about financial services and delivering exceptional service in a dynamic market environment, we would love to hear from you.