Customer Service Representative

ii has been investing in our customers’ success for almost 30 years. That’s why over 420,000 people put their trust in our award-winning investment platform. 

With a low, flat monthly fee, you can keep more of what you make and take control of your financial future. Whether you’re investing in an ISA, pension, or Trading Account, you have access to one of the widest ranges of investments on the market - including shares, funds, trusts and ETFs. 

Lean on our award-winning, UK-based customer service team if you ever need help. And if you’re looking for investment inspiration, you can look to our expert team of journalists and their regular news and insights. 

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 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. Our products include Trading, Stocks & Shares ISA’s and SIPP accounts, which help our customer’s 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 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. 

REMUNERATION: 

Basic Starting Salary £26,500, with the opportunity to earn up to £30,000 per annum with progression through our tiered performance-based compensation model. 

The role requires you to work 37.5 hours per week Monday to Friday with a varied shift pattern, which includes 7:45-16:15, 8:30 – 17:00, 09:00 – 17:30 and 09:15 – 17:45 on a rotational basis.   

Once you're trained in international dealing, every 8 weeks, you will work one week with a 12:30pm - 9:00pm shift. (This shift may be subject to change depending on business needs) 

Please note: successful candidate will start on Monday 20th January 2025 

Requirements

REQUIREMENTS: 

This is a customer focused role, so candidates must have experience in a contact centre environment. 

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. 

Experience working in an FCA regulated business and understanding regularity requirements s is also desirable. 

ESSENTIAL: 

• Excellent communication skills (written and verbal) - an ability to build rapport with customers across all communication channels. 

• Proficient IT skills - an ability to navigate a broad range of internal systems. 

• Confidence in working independently and making decisions to appropriately escalate issues to management or other departments. 

• The ability to multitask, as you'll be navigating different systems and processing information when talking to our customers. 

• A team player - someone who will support colleagues and promote a positive work environment & team spirit. 

• The enthusiasm to keep learning and developing your skills. 

• The ability to provide the best service experience for customers via phone, written channels and social media. 

• The ability to provide customer information, manage customer access, respond to enquiries and deal with customer complaints. 

DESIRABLE: 

• Experience of Consumer Duty Outcomes. 

• Knowledge of our products and how they work. 

• Previous experience within Financial Services, Pension products or Customer Services. 

Benefits

BENEFITS: 

We also offer a collaborative working environment with plenty of opportunities for professional development. Join our team and enjoy a benefits package that can be tailored to your needs, including a competitive salary, generous pension contribution and access to private medical insurance.