Complaints and Service Recovery Specialist

The Pepperstone story started in 2010. Our team describes us as a place for the creative and the driven. We’re a team who do things a little differently: we’re a global fintech that was born digital, nimble, connected, and united in our purpose to truly support every one of our customers’ quests for trading mastery. Our people are motivated to develop their career in FinTech in a vibrant and fast-paced environment. We thrive on progress - for our traders and for ourselves. We possess a unique organisational culture, combined with a vibrant and fast-paced working environment for driven people who want to grow their career in finance and do so with one of the world's fastest-growing FX brokers.

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The Role*

Our **Complaints and Service Recovery Specialist** performs an important role by providing direct support to our clients in the world of Forex, CFDs, and related services. As an experienced member and leader within the Clients Services team you will have a direct impact on retention of clients to Pepperstone. Working closely with a number of internal teams, you will oversee high value client cases, complex trade investigations and be responsible for managing the complaints process.

Your day to day responsibilities will include, working closely with the Compliance team to ensure effective resolution of complaints and trade investigations while adhering to SLA's and regulatory timeframes, and producing high level reports for management.

To thrive in this role, you'll be curious, have an understanding of the Forex industry and recognise the importance of providing amazing customer service and balancing compliance and regulatory requirements.

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Skills & Experience*
- Previous experience in a customer service role and demonstrated experience in managing escalations, high level customer complaints and trade investigations
- Experience in financial services, preferably with a forex broker
- Ability to champion the client and a passion for providing great customer service
- Attention to detail with the ability to maintain quality even in busy times
- Strong relationship-building skills, both internally and externally
- Ability to use good judgment, act, and make decisions with integrity
- Desire and passion for continuous learning, improvement, and innovation
- Proficiency in working with Salesforce, MT4, MT5, cTrader, TradingView
- Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly
- Relevant Bachelor’s Degree (Business, Finance, Management, Economics) (desirable)
- RG146 qualification

**Perks & Benefits**
- Competitive salary
- Genuinely collaborative and friendly culture
- Flexible working arrangements - we value work-life balance
- Generous parental leave policy
- Fully stocked kitchen with lots of snacks
- End-of-Trip Facilities: Bicycle parking and showers
- Ongoing Personal Development & Training
- Employee Assistance Program
- Frequent team events and celebrations

**About Pepperstone**

Pepperstone is an online Forex and CFD Broker providing traders across the globe with cutting-edge technology to trade the world’s markets. Our award-winning combination of outstanding customer service coupled with incredibly low-cost pricing across all FX, CFDs, and Commodities has resulted in Pepperstone being one of the world’s fastest-growing FX brokers. Our focus is to support every one of our customers’ quests for trading mastery.

We're a nimble global company, we respond to changes in the markets and regulatory environment quickly. This means we need to collaborate and communicate You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and continually make progress. Check out what our team are saying on Glassdoor

You'll build your career in a supportive environment, with a focus on results, as well as professional and personal growth opportunities.

Pepperstone is an equal opportunity employer.

**Job Types**: Full-time, Permanent