At a Glance
- Tasks: Support clients by handling inquiries and coordinating issue resolution.
- Company: Join a leading financial data firm with a global reach.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and problem-solving.
- Why this job: Make a real impact on client relationships and risk management across asset classes.
- Qualifications: Bachelor's in Economics or Finance and 3 years of client support experience.
The predicted salary is between 40500 - 49500 £ per year.
Overview
In this role you will support ICE Data Derivatives clients by handling inquiries, onboarding/offboarding, and coordinating issue resolution.
You will work with global customers on product operations, data, and option-price questions while collaborating with internal teams to resolve issues.
You’ll build strong client relationships and maintain clear, up-to-date procedures.
This position offers the opportunity to influence how data and analytics support risk management across multiple asset classes.
Responsibilities
- Onboard and off-board ICE Data Derivatives clients and services
- Field inquiries via email, chat, Salesforce, and phone on product, data, and price topics
- Provide timely, accurate responses to client inquiries
- Support file delivery failures and ensure timely remediation
- Escalate issues to internal groups with urgency when needed
- Maintain strong client and internal stakeholder relationships
- Keep documentation of policies, procedures, and workflows up to date periodically
- Key requirements
- Bachelor in Economics or Finance or related discipline
- 3 years of experience in a similar support or client-facing role
- Excellent verbal and written English
- Strong time-management and organizational skills
- Analytical and problem-solving abilities with attention to detail
- Ability to interact with external clients and internal business units
- Working knowledge of Salesforce, Service Now, MS Office; FTP is a plus
- Clear communication
- Relationship building
- Proactive problem-solving
- Salesforce
- Service Now
- MS Office
Senior Client Support Specialist in London employer: Intercontinental Exchange
Intercontinental Exchange, Inc. (ICE) is an exceptional employer that offers engineers the chance to work on innovative technology within a dynamic and collaborative environment. With a strong focus on employee growth, ICE provides extensive training opportunities and encourages professional development, ensuring that team members can thrive in their careers while contributing to one of the largest global financial networks. Located in a vibrant area, employees enjoy a supportive work culture that values problem-solving and teamwork, making it a rewarding place to build a meaningful career.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Intercontinental Exchange 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!
How to prepare for a job interview at Intercontinental Exchange
✨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.
