Customer Services Representative

Interactive Investor; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading investment platform is seeking a Customer Services Representative to join their Leeds office. The role involves addressing complex customer queries with a strong focus on service quality and knowledge of investment products. Candidates should possess excellent communication skills and the ability to multitask in a busy environment. The position offers opportunities for career progression and a supportive culture fostering team spirit. Applications from diverse backgrounds are encouraged.

Benefits

8% employer contribution to pension

Private Medical Insurance

25 Days Annual Leave

Retail Discounts

Qualifications

• Experience in a contact centre environment dealing with complex products.
• Ability to build rapport with customers across all communication channels.
• Confidence in working independently and escalating issues when necessary.

Responsibilities

• Answer customer calls and resolve queries in a professional manner.
• Manage multiple tasks in a busy contact centre environment.
• Build strong knowledge of investment products to assist customers.

Skills

Customer-focused approach

Excellent listening and communication skills

IT proficiency

Multitasking ability

Team player

Job description

Overview

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 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, with over 20,000 UK and international investment options including shares, funds, trusts and ETFs. We also provide impartial, expert content from award-winning financial journalists, a highly engaged community of investors, and daily newsletters and insights.

Purpose of role: Working as a Customer Services Representative in our brand-new purpose-built offices, you’ll answer calls from our customers as part of our Specialist Contact Centre in Leeds City Centre. You’ll understand customer needs, take ownership of each interaction, and respond 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, helping customers take control of their own pensions. We provide tools and a trading platform to enable confident, informed investment decisions. We are proud of our customer service and our fair, simple and transparent products that set us apart.

You’ll be working on highly complex customer queries relating to our products, which require high standards and attention to detail to ensure customers receive the experience they expect. The role involves managing multiple tasks in a busy contact centre environment; resilience and the ability to stay composed under pressure are essential.

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

Progression

We provide a comprehensive induction and ongoing support from your team lead. There is a three-tier progression opportunity based on performance, allowing for career growth, progression and remuneration.

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 eight weeks you will work one week on a 12:30 pm – 9:00 pm shift (subject to change depending on business needs).

Please note: The successful candidate will start on Monday, 2 February 2026.

Requirements

To be successful in the role, you will:

• Be customer-focused, with experience in a contact centre environment working on complex products.
• Be dedicated, motivated, driven, and have a passion for assisting customers. You’ll need to be a real people person with excellent listening and communication skills.
• Build strong knowledge of our investment products and services to 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 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.

Personal Attributes:

• STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and takes ownership of outcomes
• Not afraid to challenge and be open to challenges

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 high application volumes, if you haven’t been contacted within 30 days, 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 as needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.