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Customer Service Representative | Manchester, UK

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Customer Service Representative WHO WE ARE: 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 £27,300, with the opportunity to earn up to £30,800 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 3rd November 2025. 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 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. Please note: We appreciate your interest in joining interactive investor. We will do our utmost to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you have not heard from us within 30 days of your application, please consider your application unsuccessful on this occasion. 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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