Customer Services Representative in Leeds

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’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.

PURPOSE OF ROLE: 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 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. 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).

Requirements: 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 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:

• 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.

Personal Attributes:

• 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.