Customer Service Representative

PLUMB CENTRE; Worrall; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading financial services firm in Worrall is seeking a Customer Services Representative to answer customer calls and manage inquiries about trading accounts and investment products. The role requires excellent communication skills, proficiency in IT, and the ability to multitask. Successful candidates will work varied hours in a busy environment. This position offers a comprehensive benefits package, including private medical insurance and a pension plan with employer contributions.

Benefits

Private Medical Insurance

25 Days Annual Leave, plus bank holidays

Staff Discounts on investment products

Personal & Well-being Fund

Retail Discounts

Voluntary Flexible Benefits

Group Personal Pension Plan with 8% employer contribution

Qualifications

• Experience in a contact-centre environment working on complex investment products.
• Ability to multitask and handle information while speaking to customers.
• Understanding of regulatory requirements and experience working in an FCA-regulated business.

Responsibilities

• Answer calls from customers and manage enquiries about trading accounts.
• Work on complex customer queries, ensuring attention to detail.
• Manage multiple tasks simultaneously in a busy contact-centre environment.

Skills

Excellent listening and communication skills

Customer-focused attitude

Proficient IT skills

Ability to multitask

Job description

About the Company

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, and are 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 pensions, ISAs and investments and 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 be responsible for understanding customer needs, taking personal ownership of each interaction, and responding with efficiency, professionalism and product knowledge to maintain our reputation and build confidence in our products and services.

Key Responsibilities

• Answer calls from customers and manage a range of enquiries about trading accounts, stocks & shares ISAs and SIPP accounts.
• Work on highly complex customer queries relating to our products, ensuring high standards and attention to detail.
• Manage multiple tasks simultaneously and remain composed under pressure in a busy contact‑centre environment.
• Build relationships with customers across all communication channels, including phone, written and social‑media channels.
• Escalate issues appropriately and support colleagues to promote a positive work environment.
• Follow FCA‑regulated procedures and regulatory requirements where applicable.

Qualifications and Experience

• Experience in a contact‑centre environment working on complex investment products.
• Excellent listening and communication skills, with a customer‑focused attitude.
• Proficient IT skills – ability to navigate a broad range of internal systems.
• Ability to multitask, handle information while speaking to customers, and work independently.
• Team‑player mentality and enthusiasm to keep learning and developing your skills.
• Experience working in an FCA‑regulated business and understanding of regulatory requirements (desirable).
• Experience with Consumer Duty outcomes and knowledge of our products (desirable).

Working Hours and Pattern

The role requires 37.5 hours per week, Monday to Friday, with a varied shift pattern: 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 (subject to change depending on business needs). The successful candidate will start on Monday, 2nd February 2026.

Benefits

• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well‑being Fund – Supporting 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
• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution

Equal Opportunities

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.