Customer Service Deputy Team Manager - Pensions

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, highly engaged community of investors, and daily newsletters and insights. Purpose of the role We are seeking a highly motivated, people-oriented, customer advocate to join us as a Customer Service Deputy Team Manager-Pensions. In this pivotal role, you will drive the day-to-day success of our Customer Service Team, which primarily handles pensions and pensions-related queries. You’ll be passionate about coaching and mentoring, with strong expertise in pensions products and regulations, understanding how to positively impact and influence the development of Customer Service Representatives, helping them unlock their full potential. By promoting personal growth, accountability, and excellence, you’ll ensure the team consistently delivers exceptional, accurate, and compliant customer service and outstanding outcomes for our pension customers. You will work closely with Customer Service Managers to gain valuable insights into leadership, operational strategy, and team dynamics within a pensions-focused environment. This role provides a unique hands-on opportunity to develop key people management skills and take on increasing responsibility—including stepping up to cover absences as needed—preparing you for future leadership positions. Key Responsibilities * Coaching and Development: Provide daily guidance, support, and coaching to Customer Service Representatives handling pensions queries, ensuring their knowledge of pensions products, regulations, and processes remains current and robust. This includes conducting Training & Competency (T&C) checks in line with company frameworks and delivering tailored, constructive feedback. * Leadership Growth: Collaborate closely with Customer Service Managers, gaining practical experience in people management, including one-to-one coaching sessions, return-to-work interviews, performance reviews, and involvement in HR processes such as disciplinary and capability procedures. * Cross-Team Collaboration: Partner with fellow Deputy Team Managers to share best practices, coordinate resources, and deliver on shared team objectives, fostering a cohesive and collaborative working environment. * Grad Bay Training Oversight: Support the smooth transition of new hires from classroom learning to live work environments, ensuring ongoing development and confidence building in pensions-specific knowledge within Grad Bay and beyond. * Operational Excellence: Drive team performance to consistently meet or exceed departmental KPIs, service levels, and quality standards, while maintaining a customer-first approach tailored to pensions customers. * Customer Advocacy: Leverage in-depth pensions knowledge and problem-solving skills to deliver empathetic, timely, and effective solutions, ensuring every customer interaction is accurate, compliant, and builds trust. * Culture Champion: Lead by example to promote and uphold our core values—integrity, inclusivity, accountability, and customer centricity—contributing to a positive, diverse, and engaged workplace culture. Requirements * Proven experience in customer service roles focused on pensions administration, pensions products, or pensions-related queries, with a consistent track record of meeting or exceeding performance goals. * Strong technical knowledge of pensions regulations, schemes, and processes, with the ability to coach and develop others in this area. * Demonstrable passion for coaching and mentoring, with a natural ability to motivate and develop team members at varying skill levels. * A proactive learner, eager to develop leadership and HR-related skills, preparing for future managerial responsibilities. * Excellent interpersonal and communication skills, capable of building rapport with colleagues, peers, and customers across all levels. * Strong problem-solving skills, a solutions-focused mindset, and the ability to anticipate and resolve challenges efficiently. * Resilience and composure under pressure, with the flexibility to adapt to evolving business needs in a dynamic environment. * A genuine customer-centric approach, focused on delivering high-quality service with attention to detail and empathy in every interaction. Personal Attributes: 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 open to challenges 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