Customer Services Representative (Fintech)

TL;DR

Customer Services Representative (Fintech): Handling complex customer inquiries regarding investment products, including Trading Accounts, ISAs, and SIPP accounts with an accent on professional communication and regulatory compliance. Focus on resolving intricate financial queries and maintaining high service standards in a fast-paced contact center environment.

Location: Hybrid in Manchester, UK

Company

An award-winning UK flat-fee investment platform managing nearly £80 billion in assets for over 500,000 customers.

What you will do

• Manage high-volume calls and interactions within a Specialist Contact Centre to resolve complex customer queries.
• Provide expert guidance on Trading Accounts, Stocks & Shares ISAs, and SIPP accounts.
• Take personal ownership of customer interactions to ensure efficiency, professionalism, and high confidence in services.
• Navigate multiple internal systems simultaneously to process information and resolve issues in real-time.
• Collaborate with team leads and colleagues to maintain a positive and supportive work environment.

Requirements

• Must have experience in a contact center environment working with complex products.
• Strong listening and communication skills with a passion for assisting customers.
• Proficiency in navigating a broad range of internal IT systems.
• Ability to multitask and remain composed under the pressures of a busy contact center.
• Confidence in independent decision-making and appropriate escalation of issues.
• Ability to work in Manchester on a rotational shift pattern.

Nice to have

• Experience working within an FCA-regulated business.
• Knowledge of Consumer Duty Outcomes.
• Previous experience in Financial Services, Pension products, or general Customer Services.
• Existing knowledge of the company's investment products.

Culture & Benefits

• Comprehensive induction and a 3-tiered progression path based on performance.
• Private Medical Insurance provided by Bupa.
• Group Personal Pension Plan with 8% employer contribution.
• 25 days of annual leave plus bank holidays.
• Personal & Well-being Fund and staff discounts on investment products.
• Life Assurance and Group Income Protection.