Customer Services Representative

WHO WE ARE: 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. And if you’re looking for investment inspiration, you can turn to our expert team of journalists and their regular news and insights. 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 the heart of 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 renumeration. * 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, 3rd November 2025. To be successful in the role, you will: * Be customer-focused, so candidates must have experience in a contact centre environment working on complex products. * Be dedication, motivation, 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: * 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