Operations Administrator - Customer Accounts in Leeds

WHO WE ARE: 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.

PURPOSE OF ROLE: We are recruiting for an Operations Administrator to join our Customer Accounts team. This role is responsible for the effective processing of tasks within the Customer Accounts team. Being a financially regulated company, we value accuracy and compliance with our department's policies, procedures, and regulatory obligations.

RESPONSIBILITIES:

• Provide exceptional customer service, to meet the needs of both internal and external customers.
• Communicate with customers via phone, email/letter to enable efficient straight-through processing where appropriate.
• Ensure timely and accurate processing of all customer documents and returned queries to meet customer expectations.
• Adhere to all relevant regulations applicable to your area of work.
• Accurately complete all departmental administrative tasks with a high level of precision.
• Escalate unresolved issues to Seniors or Specialists, supplying sufficient information to support effective investigation.
• Identify and assist vulnerable customers with sensitivity, discretion, and empathy.
• Ensure all communications are clear, accessible, and considerate of individual needs.
• Comply with FCA guidance on the fair treatment of vulnerable customers.
• Challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality.
• Be part of the departmental telephone query team to support all queries and requests from internal customers and external customers and legal representatives.
• Ensure all interactions are professional, timely, and documented appropriately.
• Make outbound calls as required to resolve at first point of contact.
• Identify complaints at first point of contact, investigating issues and co-ordinating with relevant departments to provide summary resolution communication (SRC).
• Respond to complaints in line with company procedures and regulatory standards.
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Deliver an efficient, consistent and high-quality service to our customers at every interaction.
• Move between tasks and departments as business needs require.
• Maintain the organisation’s first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively debate and challenge management recommendations within your role in line with the approved Risk Management Framework.

PERSONAL ATTRIBUTES:

• STRAIGHT TALKING
• MOVING WITH SPEED
• OWNING THE OUTCOME
• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenge

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 necessary.