Customer Operations Associate, Transfers

Academic Key; Greater London; Hybrid; GBP 32,000 - 48,000; Full time

Job summary

Freetrade is seeking a Customer Operations Associate to join the Transfers team in London. You will own transfer cases across ISA, JISA, GIA and SIPP, working with customers, counterparties, and internal teams to deliver accurate, timely outcomes.

You’ll gain deep knowledge of transfer rules, CREST, and stock movements, while using AI tools to boost productivity. The role emphasizes ownership, problem solving and a commitment to customer outcomes within SLA-driven processes.

Responsibilities

• Own transfer cases from start to finish for ISA, JISA, GIA and SIPP.
• Process transfer applications accurately within SLAs.
• Chase and monitor transfer progress with external counterparties and customers.
• Develop strong knowledge of ISA/SIPP transfer rules, CREST processes and asset transfers.
• Provide technical support to the Customer Service team.
• Communicate clearly with customers via email and in-app chat, possibly phone.
• Keep accurate records to support quality, compliance and audit standards.
• Spot patterns in cases to identify process improvements.
• Use AI tools to improve productivity and efficiency.
• Support the wider Transfers team with ad-hoc tasks and changing priorities.

Job description

# Customer Operations Associate, Transfers**Freetrade** · LondonAbroad London◷ Full Time✓ Link validatedAbout Freetrade Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. 2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers. About the Role As a Customer Operations Associate, you’ll join our Transfers team within Operations, where your initial focus will be on building deep expertise in transfers and delivering great outcomes for our customers. You’ll help customers move their investment accounts and assets into and out of Freetrade, owning cases from start to finish and working with customers, external counterparties and teams across the business to make sure transfers are completed accurately, efficiently and within the required timelines. This is detailed, deadline-driven work where accuracy, ownership and follow-through really matter. You’ll develop a strong understanding of the rules and regulations governing ISA transfers, alongside the operational processes involved in cash and stock transfers, valuations, asset acceptance and CREST. You will also build experience across areas such as JISAs, fund transfers and European stock transfers. At the centre of the role is genuine care about getting the customer the right outcome. We’re looking for people who take ownership, care deeply about the experience customers have and are willing to follow a problem through until it’s resolved. Your initial focus will be Transfers, but our longer-term ambition is to build a more cross-trained and flexible Operations team. As you develop, there may be opportunities to gain exposure to other areas such as Payments, Corporate Actions, Trading & Settlements, Customer Service and Complaints, helping you build a broader understanding of how Operations works and how different workflows connect. This isn’t a rotation programme, and there’s no set timeline or expectation that you’ll move between teams. Opportunities to broaden your knowledge will depend on your development, team priorities and the needs of the business. Our aim is to develop operators with both depth and breadth across Operations - people who understand their own area deeply, can connect the dots across different workflows and use that knowledge to get better outcomes for customers. AI and automation are a real part of how Operations is evolving at Freetrade. We’re looking for people who are genuinely enthusiastic about using technology to continuously improve their work - actively finding ways to work faster and smarter and contributing to automation and efficiency improvements as they go. What You'll Do Own transfer cases from start to finish, helping customers move ISA, JISA, GIA and SIPP accounts and assets into and out of Freetrade, with a focus on accuracy and a smooth customer outcome Process transfer applications accurately and within agreed SLAs. Process valuations and provide acceptance of assets within agreed SLAs. Chase and monitor transfer progress with external counterparties and customers, taking ownership of cases through to completion. Build a strong working knowledge of ISA and SIPP transfer rules, regulations and operational requirements. Work with CREST processes and develop your understanding of stock and asset transfers. Provide technical support to our Customer Service team, helping them answer customer queries accurately and efficiently. Communicate clearly with customers through email and in-app chat and, as our support channels evolve, potentially phone. Keep clear, accurate records of the cases you handle to support quality, compliance and audit standards. Spot patterns in the cases and queries you handle, identifying process gaps and opportunities to improve the customer experience. Review procedures and contribute to process enhancements, challenging inefficient ways of working and helping make things better. Use AI tools as a core part of your day-to-day workflow, actively looking for practical ways to improve your productivity, quality and the efficiency of the wider team. Support the wider Transfers team with ad-hoc tasks and changing priorities when needed. Work closely with your workflow lead to align on priorities and flag anything getting in the way of good customer outcomes. Support newer joiners as your own k