Customer Service Representative
Interactive Investor, United Kingdom
Job Description
WHO WE ARE:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for over 25 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching 55 billion and over 400,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 40,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
WHAT WE STAND FOR:
It’s simple we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be 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 about what we believe is right for our customers, our teams, ourselves and interactive investor.
PURPOSE OF 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. Our products include Trading, Stocks amp; 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.
Full training will be provided so you can give our customers the skilled support they need.
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 is 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
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 amp; 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 TCF (Treating Customers Fairly) principles.
• Knowledge of our products and how they work.
• Previous experience within Financial Services, Pension products or Customer Services.
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 t