Personal Dealer

We are currently seeking Permanent Personal Dealers within the Coventry area on £22k per annum working 40 hours per week, between Monday to Friday (may include bank holidays) on a rotational shift pattern, Current opening hours are 07:30 to 21:00 Monday to Friday, please see below for more information;

ROLE PURPOSE:

The foreign exchange industry thrives on relationships and trust. moneycorp dealers are at the forefront, ensuring that customers and their transactions are at the heart of our business, through the expert, friendly voice at the end of the phone.

You will be our customers' first point of contact, providing our expert telephone dealing service and account management. You will be responsible for providing a slick onboarding journey for customers across all of our products and services. You will ensure transactions are executed efficiently and that customers have a positive experience in all interaction with us becoming advocates of moneycorp.

ROLE REQUIREMENTS

Accountabilities

> The first point of contact for customers accessing our telephone dealing service, executing spot and forward transactions

> Onboarding customers who are using our products and services for the first time, ensuring their expectations are met and they are familiar with how to use them

> Collaborating with colleagues across departments to ensure customer payments are sent as expected, and queries are dealt with efficiently

Customer Interaction

>Tracking down information for colleagues in various business areas

>Ensuring all customer communications are logged appropriately and referred to other business units where required

>Taking personal ownership over the customer experience

>Ensuring customers receive great service and leave satisfied

>Use appropriate questioning and negotiating skills to achieve optimum margin whilst retaining business

>Build client relationships to help maximise trade strike rates and to prolong the client life-cycle

You will be:

> Speaking positively and enthusiastically about the company and its products and services to customers and colleagues

> Ensuring that a professional company and brand image is provided at all times

Customer loyalty

> Providing professional, effective and consistent communication to customers to meet their expectations and increase brand loyalty

> An advocate of moneycorp, driving customer retention, the adoption of our products and services and client referrals

Maintain company

>Ensuring all original documentation received is recorded, scanned and standards archived

>Complying with our policies and procedures at all times.

>Actively looking for business improvements and taking to management what you find

You will be:

>Diving into our payments/client database, to uncover transactional opportunities

Ensure all tasks are dealt with in line with team KPIs

>Handling and reporting complaints

>Meeting pre-determined customer service levels

>Assisting with project work

Provide additional assistance where necessary

>Helping with the testing and development of new systems/processes

PERSON SPECIFICATION

Knowledge and Experience

>Experience in a telephone-based sales environment

>Customer portfolio management

>Customer service experience within a multichannel environment (e.g. telephone, email, face to face)

>Understanding of the mechanism of financial markets, payments, and demonstrable awareness of the foreign exchange market

>Understanding of digital customer service delivery

>Experience dealing in foreign exchange markets - desirable

Language Skills

>Excellent English, written and verbal is essential

>Additional languages to a business standard would be fantastic. Notably French, Spanish, Portuguese (Brazilian) or Portuguese

Skills and Competencies:

>You'll need clear written and verbal communication skills

>Excellent listener

>Good organisational skills notably prioritisation

>Strong numerical skills

>IT literate, good with word processing, spreadsheet and email packages

>Excellent attention to detail

Personal Attributes:

>Customer service orientated

>Target driven

>Able to build effective relationships

>Meets expectation

>Able to use effective questioning techniques to identify needs, wants and desired results

>Approachable and personable

>Positive demeanour

>Professional and proactive

>Enjoys working as a team

>Calm under pressure and enjoys a fast-paced environment

Education

>2:1 Degree from a top 50 university or equivalent experience

For more information please drop me an email to Sophie.Howley @ Manpower .co .uk or alternatively I can be contacted on 01895 204 948