At a Glance
- Tasks: Engage with customers, resolve queries, and provide top-notch service in a dynamic contact centre.
- Company: Join an award-winning investment platform trusted by over 495,000 customers.
- Benefits: Enjoy competitive salary, generous leave, private medical insurance, and staff discounts.
- Other info: Opportunities for career progression and ongoing support in a vibrant team.
- Why this job: Make a real difference in customers' financial journeys while developing your skills.
- Qualifications: Customer-focused with experience in complex product environments and excellent communication skills.
The predicted salary is between 22700 - 31800 £ per year.
Location: Manchester
Salary: £27,300
ii has been investing in our customers’ success for almost 30 years. That’s why over 495,000 people put their trust in our award‑winning investment platform. With a low, flat monthly fee, you can keep more of what you make and take control of your financial future. Whether you’re investing in an ISA, pension, or Trading Account, you have access to one of the widest ranges of investments on the market — including shares, funds, trusts, and ETFs. Lean on our award‑winning, UK‑based customer service team if you ever need help.
Join an engaged community of investors on the UK’s number one flat‑fee investment platform. We’ve got our ii open for our next outstanding Customer Services Representative:
Working 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 Manchester 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. We provide the tools and trading platform to enable our clients to make confident, informed investment decisions. We are proud of our excellent customer service, and our fair, simple, and transparent products are what set us head and shoulders above the rest.
You’ll be working on highly complex customer queries relating to our products, which require high standards and attention to detail to ensure our customers are getting the experience that they expect and deserve. The position requires managing multiple tasks simultaneously, alongside the typical pressures associated with a busy contact centre environment. Therefore, resilience and the ability to remain composed under pressure are essential qualities for success in this role. In this role, no two days will be the same. You’ll be building relationships with new people every day.
Progression
Our comprehensive induction to your new career at ii will set you up to be successful, with ongoing support from your team lead. We offer a 3 tiered progression opportunity based on performance, which allows for career growth, progression and remuneration. The role requires 37.5 hours per week, Monday to Friday, with a varied shift pattern including:
- 7:45–16:15
- 8:30–17:00
- 9:00–17:30
- 9:15–17:45 (on a rotational basis)
Once trained in international dealing, every 8 weeks you will work one week on a 12:30 pm–9:00 pm shift (this may be subject to change depending on business needs). Please note: The successful candidate will start on Monday 30th March 2026.
Qualifications
- Be customer‑focused, so candidates must have experience in a contact centre environment working on complex products.
- Be dedicated, motivated, driven, and have a passion for assisting customers.
- You’ll need to be a real people person, with excellent listening and communication skills.
- You’ll build fantastic knowledge of our investment products and services to help resolve increasingly complex customer queries in a professional and consultative manner.
- Experience working in an FCA‑regulated business and understanding regulatory requirements is also advantageous.
Essential Requirements
- 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.
Desirable
- Experience with Consumer Duty Outcomes.
- Knowledge of our products and how they work.
- Previous experience within Financial Services, Pension products, or Customer Services.
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well‑being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we’re currently receiving, if you haven’t been contacted within 30 days of application, please consider unsuccessful. interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.
Customer Service Representative in Manchester employer: Interactive Investor Plc
Interactive Investor Plc is an exceptional employer, offering a dynamic work environment in Manchester that promotes both professional growth and personal well-being. With a strong focus on employee development, a robust benefits package including a comprehensive pension plan and private medical insurance, and a culture that values continuous improvement, this role as a Quality Assurance Specialist provides a meaningful opportunity to make a real impact while enjoying the flexibility of hybrid working.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Manchester
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complex queries, role-play with a friend or family member to get comfortable explaining things clearly and confidently. The better you communicate, the more likely you are to impress.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate your ability to handle challenges.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining our fantastic team at ii!
We think you need these skills to ace Customer Service Representative in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service, especially in a contact centre environment. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Show Your Passion:Let your enthusiasm for helping customers shine through in your application. We love candidates who are dedicated and motivated, so share any experiences that demonstrate your commitment to providing excellent service.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to see why you’d be a great fit for our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Interactive Investor Plc
✨Know Your Products Inside Out
Before the interview, make sure you have a solid understanding of the investment products and services offered by the company. Familiarise yourself with Trading Accounts, Stocks & Shares ISAs, and SIPP accounts. This knowledge will help you answer questions confidently and demonstrate your commitment to providing excellent customer service.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your ability to handle complex customer queries. Think about times when you went above and beyond to assist a customer or resolved a challenging situation. This will show the interviewer that you have the right mindset for a role focused on customer satisfaction.
✨Practice Multitasking Scenarios
Since the role requires managing multiple tasks simultaneously, practice handling different scenarios where you need to navigate various systems while communicating with customers. You could simulate this with a friend or family member to get comfortable with the pressure of a busy contact centre environment.
✨Demonstrate Resilience and Composure
During the interview, be prepared to discuss how you handle stress and maintain composure under pressure. Share specific strategies you use to stay calm and focused, especially in high-pressure situations. This will reassure the interviewer that you can thrive in a dynamic work environment.
