CLIENT SERVICE & SUPPORT

CLIENT SERVICE & SUPPORT

THE COMPANY
Watson Wheatley Financial Systems build reconciliation solutions for hedge funds, asset managers and commodities traders. iRecs is a tool built by Watson Wheatley to accurately manage and resolve complex securities trading discrepancies. This is a unique opportunity to work in a small but established company.

This is a rapidly growing firm with clients based in the UK, USA and Asia and an excellent reputation for customer service, innovative products and solutions to complex issues.

Based in the picturesque Cotswolds town of Chipping Norton, Watson Wheatley is a great place to work. We offer a salary that increases with your experience, a performance-based bonus, flexible working hours and the opportunity to grow the role into something of further value to the company. The decisions you make have a direct impact on our business and there is a good opportunity to grow your experience.

THE ROLE
We are looking for a dynamic, enthusiastic individual with an attention to detail and excellent communication skills that will be the initial point of contact for client queries. There is further scope to become involved in system implementation, development and process design. We require someone with an analytical, logical mind who can work directly with our directors and development function.

Responsibilities Include:

• Acting as the central contact for support queries from our Clients via email and phone
• Becoming an expert in our software and providing excellent customer service
• Developing the support Knowledge Base
• Identifying recurring support queries and providing analytics back to development and the business
• Analytics development to monitor client sites
• Working closely with one of the directors on new client implementations

A typical day would involve responding to client support requests, analysing daily reports sent from client sites to pro-actively solve any issues, and looking in more detail at weak points in our client’s operational process.

There is a real opportunity to take this role and build a process around it with the use of automated reports, database logging and
feedback into the development loop. Additional responsibilities may include:

• Testing of new product versions
• Active role in development meetings, feeding back client issues to the development team
• Report/dashboard building
• Occasional client meetings in London
• Feedback opportunities to the sales function

KEY SKILLS & EXPERIENCE

• 3+ years’ experience in an external client facing application support role
• Excellent communication skills and an attention to detail
• Proven track record of an ability to demonstrate excellent customer service
• Pro-active, professional and enthusiastic attitude to work and representing WWFS
• Contribute to and drive forward strategic improvements and changes
• An analytical mindset and the ability to identify and investigate trends in support queries
• Results focused, high attention to detail
• Bachelor’s degree or equivalent

DESIRABLE SKILLS
• An understanding of Asset Management/Investment management

BENEFITS
• Competitive Salary
• Performance related bonus
• 5 weeks’ holiday
• Pension, private medical care, childcare voucher scheme