Customer Service Representative

Manchester City Centre (Hybrid: 3 days office, 2 days remote after probation)

💷 Salary: £27,300
📅

Start Date:

23rd March 2026
🕒 Full‑time, 37.5 hours per week

About the Role

We are a long‑established, award‑winning investment platform supporting over half a million customers across the UK. For nearly 30 years, we've helped people take control of their financial futures with transparent, simple, flat‑fee investment solutions.

We are now looking for an outstanding Customer Services Representative to join our brand‑new, purpose‑built Specialist Contact Centre in Leeds City Centre.

In this role, you will be the first point of contact for customers who rely on us to manage their pensions, ISAs and investment accounts. You'll hold professional, supportive conversations, understand customer needs, and take ownership of each interaction to ensure every customer receives an exceptional experience.

What You'll Do

Answer inbound calls and provide clear, accurate guidance to customers
Support customers using Trading Accounts, Stocks & Shares ISAs, and SIPPs
Handle complex queries with high attention to detail and professionalism
Manage multiple systems and tasks in a fast‑paced contact centre environment
Stay calm and composed during busy periods and challenging situations
Build strong customer relationships and deliver excellent service
Represent our values of fairness, clarity and customer focus

Working Hours & Shifts

37.5 hours per week, Monday to Friday

Shift pattern includes:

7:45 - 16:15
8:30 - 17:00
9:00 - 17:30
9:15 - 17:45 (rotational)
Once trained in international dealing, you will work one week every 8 weeks on a 12:30 - 21:00 shift (subject to business needs).

What We're Looking For

Experience in a contact centre environment handling complex queries
A real people person with strong listening and communication skills
Customer‑focused, motivated, and able to handle pressure professionally
Ability to learn detailed product knowledge and explain it clearly
Strong multitasking and system‑navigation skills
Confident making decisions and knowing when to escalate
Team‑oriented, supportive, and committed to personal growth
Experience working in an FCA‑regulated business is desirable but not essential

Key Requirements

Ability to build rapport across phone, email, and written channels
Strong IT skills across a variety of internal systems
Ability to manage customer information accurately and securely
Resilience, attention to detail, and excellent time management
Ability to handle enquiries, manage access, and resolve complaints

Desirable Experience

Understanding of Consumer Duty requirements
Knowledge of investment products or pension services
Previous experience in financial services or a similar customer‑based role

What You'll Get

Comprehensive induction and training programme
Ongoing support from your Team Lead
3‑tier progression pathway with clear opportunities for career development
The chance to work in modern, purpose‑built offices
A supportive, people‑focused working environment

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age