Customer Service Representative in Manchester

Job Title: Customer Service Representative

Location: Manchester

Salary: £28,300

Start Date: 20th April 2026

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. 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.

Responsibilities

You will work as a Customer Services Representative in our brand‑new purpose‑built offices, answering calls from our customers. You will play a key role within our Specialist Contact Centre in Manchester City Centre, having 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. You will be working on highly complex customer queries which require high standards and attention to detail to ensure customers receive the experience they expect and deserve. The role requires managing multiple tasks simultaneously, alongside the typical pressures associated with a busy contact centre environment. Resilience and the ability to remain composed under pressure are essential.

You will build relationships with new people every day and will not have any two days the same.

Progression

• Our comprehensive induction will set you up for success, with ongoing support from your team lead.
• We offer a 3‑tiered progression opportunity based on performance, allowing for career growth, progression and remuneration.

Schedule

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 (rotational)
• Once trained in international dealing, every 8 weeks you will work one week on a 12:30 – 21:00 shift (subject to change depending on business needs).

Please note: The successful candidate will start on Monday 20th April.

Requirements

• Customer‑focused, with experience in a contact centre environment working on complex products.
• Dedicated, motivated, driven and passionate about assisting customers; excellent listening and communication skills.
• Will build comprehensive 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 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 appropriate escalation of issues.
• Ability to multitask – navigating different systems and processing information while talking to customers.
• 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 to respond to all applicants. However, due to the high volume of applications we are currently receiving, if you have not been contacted within 30 days of application, please consider your application 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.