Customer Service Representatives

Job Title: Customer Service Representative

Location: Manchester City Centre

The role:

Working as a Customer Service 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 the heart of Manchester City Centre, having the right conversations to fully understand their needs. It’s all about taking personal ownership for each customer interaction, understanding their unique situations and reacting with efficiency, professionalism and knowledge to maintain our reputation and drive confidence in our products and services.

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 sets us head and shoulders above the rest.

In this role, no two days will be the same. You’ll be building relationships with new people every day.

Full training will be provided so you can give our customers the skilled support they need.

The skills you’ll need:

This is a customer focused role, so experience in a contact centre, retail, or hospitality role would be desirable.

What’s vital is your dedication, motivation, drive and passion when it comes to assisting our 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.

Essential:

1. Excellent communication skills (written and verbal) – ability to build rapport with customers across all communication channels
2. The enthusiasm to keep learning and developing your skills
3. To provide the best service experience for customers via phone, written channels and social media.
4. To provide customer information, manage customer access, respond to enquiries and deal with customer complaints.
5. Proficient IT skills – an ability to navigate a broad range of internal systems.
6. Confidence in working independently and making decisions to appropriately escalate issues to management or other departments.
7. The ability to multitask, as you’ll be navigating different systems and processing information when talking to our customers
8. A team player, someone who will support colleagues and promote a positive work environment & team spirit.

Desirable:

1. Experience of TCF (Treating Customers Fairly) principles
2. Knowledge of our products and how they work
3. An understanding of FCA regulatory requirements
4. Previous experience within Financial Services or Customer Services

Our Benefits:

Our customers are important to us. The same goes for those that work for us. That’s why at ii we offer a range of benefits, allowing you to choose the benefits that really do benefit YOUR personal circumstances. These include a competitive salary and pension, alongside all the learning, development, guidance and support with which to help you become the very best you can be. We are proud of our working environment and aim to make this a great place for you to succeed in every way.

To apply for this opportunity or to discuss any other opportunities with ii, please send a copy of your CV to recruitment@ii.co.uk

Our Values

It’s simple … we want financial independence for our customers, for interactive investor to go from strength to strength and a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate and encouraged to fight for what we believe is right for our customers, our teams, ourselves and interactive investor.

Are you up for the challenge?

Join the fight!

Straight Talking – Moving With Speed – Owning The Outcome