At a Glance
- Tasks: Support clients globally with inquiries about financial data and analytics.
- Company: Join ICE Data Services, a leader in financial market data.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and client satisfaction.
- Why this job: Make a real impact by helping clients navigate complex financial products.
- Qualifications: Degree in Economics or Finance and 3 years of client support experience.
The predicted salary is between 34650 - 42350 £ per year.
ICE Data Services (IDS), a leading provider of financial market data, has an opening for a Senior Client Support Specialist to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering clients’ questions and managing and escalating production issues. The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.
Responsibilities
- Onboard and off-board clients for ICE Data Derivatives products and services
- Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations
- Provide timely and accurate response to all client inquiries
- Provide support for any file delivery failures
- Escalate issues with internal groups to resolve issues with urgency, when applicable
- Maintain strong relationships with clients and internal teams
- Ensure up-to-date documentation of policies, procedures and work processes periodically
Knowledge and Experience
- Bachelor’s or equivalent university degree in Economics, Finance or a related discipline
- 3 years of experience in a similar support or client-facing role
- Excellent verbal and written English language skills
- Excellent time-management and organisational skills
- Strong analytical and problem-solving skills with attention to detail and follow-up
- Ability to interact with external clients, as well as internal business units
- Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage)
- The working hours will be 5 days per week, Monday to Friday
Senior Client Support Specialist in London employer: Intercontinental Exchange (ICE)
Intercontinental Exchange (ICE) is an exceptional employer that fosters a dynamic work culture in the heart of Greater London, offering employees the chance to engage with cutting-edge risk management practices in the financial derivatives sector. With a strong emphasis on professional development and collaboration, ICE provides ample opportunities for growth and innovation, making it an ideal place for those seeking meaningful and rewarding careers in finance.
Contact Details:
Intercontinental Exchange (ICE) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Support Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercontinental Exchange (ICE). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intercontinental Exchange (ICE) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Client Support Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intercontinental Exchange (ICE):Your cover letter is your chance to shine! Tell us why you want to work at Intercontinental Exchange (ICE) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intercontinental Exchange (ICE)!
How to prepare for a job interview at Intercontinental Exchange (ICE)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
