Customer Services Representative

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This role is posted 1 day ago. Be among the first 25 applicants.

This range is provided by interactive investor. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

interactive investor is an award‑winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat‑fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments.

We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs. We also bring impartial, expert content from our award‑winning financial journalists, a highly engaged community of investors, and daily newsletters and insights.

As a Customer Services Representative in our brand‑new purpose‑built offices, you’ll answer calls from our customers, playing a key role within our Specialist Contact Centre in Leeds City Centre. You’ll have the right conversations to fully understand customer needs, taking personal ownership of each interaction, understanding their unique situations, and responding with efficiency, professionalism and knowledge to maintain our reputation and build confidence in our products and services.

Our products include Trading Accounts, Stocks & Shares ISAs and SIPP accounts, which help our customers take control of their own pension. You’ll be working on highly complex customer queries relating to our products, requiring high standards and attention to detail. The position requires managing multiple tasks simultaneously alongside the typical pressures associated with a busy contact‑centre environment, so resilience and the ability to remain composed under pressure are essential.

In this role, no two days will be the same. You’ll be building relationships with new people every day. You will work on highly complex customer queries, maintain high standards, and ensure customers receive the experience they expect and deserve. The position is 37.5 hours per week, Monday to Friday, with a varied shift pattern including rotational shifts and occasional longer shifts.

• Customer-focused; experience in a contact‑centre environment working on complex products.
• Dedication, motivation, drive and a passion for assisting customers; excellent listening and communication skills.
• In‑depth knowledge of our investment products and services to resolve increasingly complex customer queries in a professional and consultative manner.
• Experience working in an FCA‑regulated business and understanding regulatory requirements is advantageous.
• Ability to build rapport with customers across all communication channels.
• Proficient IT skills – ability to navigate a broad range of internal systems.
• Confidence in working independently and making decisions, including appropriately escalating issues.
• Ability to multitask – navigating different systems and processing information while talking to customers.
• A team player – supporting colleagues and promoting a positive work environment and team spirit.
• Enthusiasm to keep learning and developing your skills.
• Ability to provide the best service experience for customers via phone, written channels and social media.
• Ability to provide customer information, manage customer access, respond to enquiries and handle complaints.

• Experience with Consumer Duty Outcomes.
• Knowledge of our products and how they work.
• Previous experience within Financial Services, Pension products or Customer Services.

Straight talking, moving with speed, owning the outcome. Clear communicator. Strong team player. Demonstrated passion and drive for delivering the best outcome. Moving with speed – delivering faster and better. Decisive and takes ownership of outcomes. Not afraid to challenge and be…