Customer Service Representative

interactive investor; Manchester; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Company Pension

Life Assurance

Private Medical Insurance

25 Days Annual Leave

Staff Discounts

Well-being Fund

Retail Discounts

Voluntary Flexible Benefits

Job summary

interactive investor in Manchester is seeking a Customer Services Representative to join the Specialist Contact Centre. You will answer calls, understand customer needs, and take ownership of interactions, delivering professional, knowledgeable service.

You will develop strong product knowledge, resolve complex queries, and navigate multiple internal systems to support customers using Trading Accounts, Stocks & Shares ISAs, and SIPP accounts.

Qualifications

• Experience in a contact centre handling complex products.
• Excellent listening and communication skills.
• Proficient IT skills and ability to navigate multiple systems.

Responsibilities

• Answer calls from customers and understand their needs.
• Build knowledge of Interactive Investor’s investment products to resolve queries.
• Provide professional, consultative service across phone, written channels and social media.
• Escalate issues when appropriate and collaborate with the team to ensure customer satisfaction.

Skills

Customer service

Contact centre

Active listening

Communication skills

IT literacy

Tools

CRM systems

Job description

Description

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 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.

• 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 9th November 2026.

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.
• 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.

• Group Personal Pension Plan– 8% employer contribution and 4% employee contribution
• Life AssuranceandGroup Income Protection
• Private Medical Insurance– Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discountson 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 UKEqualityAct2010. 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