Customer Service

• Coordinate all phone calls regarding trade confirmations to include error and changes requested by counterparties or brokers.

• Provide daily email reports with customer's corresponding back office personnel

• Contribute to team effort by accomplishing related results as needed

• Identify and assess customers’ needs to achieve satisfaction

• Resolve customer issues via phone or email

• Open and maintain customer accounts by recording account information

  • Add/delete clients

  • Ensure accuracy of addresses, phone numbers, fees etc.

  • Notify brokers of fee change information

Culture & Conduct Responsibilities

• Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements (e.g. cultural behaviours, security policies and regulatory requirements)

• It is expected that you complete any mandatory training by the required deadlines.

• Act with integrity and due skill, care and diligence in carrying out your duties.

Experience / Competencies

Essential

• Ability to manage multiple urgent tasks simultaneously while maintaining accuracy under pressure.

• Strong verbal and written skills for professional interactions with teams and internal stakeholders

• Proven track record of punctuality and consistent performance in a high-stakes, time-sensitive environment.

• Proven customer support experience

• Good computer skills (Windows, Microsoft Office, Excel)

• Strong phone contact handling skills and active listening

• Ability to multi-task, prioritize and manage time effectively

• Ensuring compliance with control policies and trading standards

• Excellent communication skills and positive attitude

• Attention to detail and problem-solving skills Desired

• High attention to detail when inputting sensitive numerical or financial information into digital systems.

• Experience de-escalating issues and solving problems quickly to ensure client satisfaction.

• Familiarity with Excel and Outlook for day-to-day scheduling and basic record­keeping.

Job Band & Level

• Professional 5

#LI-Hybrid #LI-ASO

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. 

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