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Job Description

Manchester City Centre (Hybrid: 3 days office, 2 days remote after probation)\n\n Salary: £27,300\n Start Date: 23rd March 2026\n Full‑time, 37.5 hours per week\n\nAbout the Role\n\nWe are a long‑established, award‑winning investment platform supporting over half a million customers across the UK. For nearly 30 years, we've helped people take control of their financial futures with transparent, simple, flat‑ investment solutions.\n\nWe are now looking for an outstanding Customer Services Representative to join our brand‑new, purpose‑built Specialist Contact Centre in Leeds City Centre.\n\nIn this role, you will be the first point of contact for customers who rely on us to manage their pensions, ISAs and investment accounts. You'll hold professional, supportive conversations, understand customer needs, and take ownership of each interaction to ensure every customer receives an exceptional experience.\n\nWhat You'll Do\n\nAnswer inbound calls and provide clear, accurate guidance to customers\nSupport customers using Trading Accounts, Stocks & Shares ISAs, and SIPPs\nHandle complex queries with high attention to detail and professionalism\nManage multiple systems and tasks in a fast‑paced contact centre environment\nStay calm and composed during busy periods and challenging situations\nBuild strong customer relationships and deliver excellent service\nRepresent our values of fairness, clarity and customer focus\n\nWorking Hours & Shifts\n\n37.5 hours per week, Monday to Friday\n\nShift pattern includes:\n\n7:45 - 16:15\n8:30 - 17:00\n9:00 - 17:30\n9:15 - 17:45 (rotational)Once trained in international dealing, you will work one week every 8 weeks on a 12:30 - 21:00 shift (subject to business needs).\n\nWhat We're Looking For\n\nExperience in a contact centre environment handling complex queries\nA real people person with strong listening and communication skills\nCustomer‑focused, motivated, and able to handle pressure professionally\nAbility to learn detailed product knowledge and explain it clearly\nStrong multitasking and system‑navigation skills\nConfident making decisions and knowing when to escalate\nTeam‑oriented, supportive, and committed to personal growth\nExperience working in an FCA‑regulated business is desirable but not essential\n\nKey Requirements\n\nAbility to build rapport across phone, email, and written channels\nStrong IT skills across a variety of internal systems\nAbility to manage customer information accurately and securely\nResilience, attention to detail, and excellent time management\nAbility to handle enquiries, manage access, and resolve complaints\n\nDesirable Experience\n\nUnderstanding of Consumer Duty requirements\nKnowledge of investment products or pension services\nPrevious experience in financial services or a similar customer‑based role\n\nWhat You'll Get\n\nComprehensive induction and training programme\nOngoing support from your Team Lead\n3‑tier progression pathway with clear opportunities for career development\nThe chance to work in modern, purpose‑built offices\nA supportive, people‑focused working environment\n\nSearch is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their , , , /beliefs, or

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