Customer Service Representative (Fintech)

TL;DR

Customer Service Representative (Fintech): Providing high-quality support to investment platform users by managing complex product queries via phone, written channels, and social media. Focus on maintaining high standards of service within an FCA-regulated environment, resolving intricate account issues, and effectively multitasking across internal systems.

Location: Must be based in Manchester (Onsite in Manchester City Centre)

Salary: £28,300

Company

hirify.global is a leading UK-based flat-fee investment platform managing a wide range of assets for over 495,000 customers.

What you will do

• Manage high-complexity customer queries relating to Trading Accounts, ISAs, and SIPP accounts.
• Provide professional and consultative support via phone, email, and social media channels.
• Take personal ownership of customer interactions to ensure resolution and build confidence.
• Navigate multiple internal systems simultaneously while maintaining active dialogue with clients.
• Handle customer complaints and manage account access with attention to detail and regulatory compliance.

Requirements

• Must be able to work onsite in Manchester City Centre.
• Proven experience working in a contact centre environment handling complex products.
• Excellent listening, communication, and relationship-building skills.
• Proficient IT skills with the ability to navigate complex internal software.
• Ability to work independently and make informed decisions under pressure.
• Knowledge of FCA regulatory requirements is highly advantageous.

Nice to have

• Experience with Consumer Duty Outcomes.
• Prior experience within Financial Services or Pension products.

Culture & Benefits

• Group Personal Pension Plan with 8% employer contribution.
• Private Medical Insurance via Bupa, Life Assurance, and Income Protection.
• 25 days of annual leave plus bank holidays.
• Personal & Well-being fund to support physical and mental health.
• Access to retail discounts and staff discounts on investment products.
• Structured 3-tiered progression path based on performance.