Customer Service Team Manager

WHO WE ARE:

interactive investor (ii) 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 £70 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:

To effectively manage a team of Customer Service Representatives. Responsible for providing inspirational leadership through coaching, reward, recognition, regular communication, feedback, development and performance management. Accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department.

KEY RESPONSIBLITIES:

• Lead and manage a team of Customer Service Representatives to meet performance and efficiency targets.
• Ensure delivery of a high-quality, omni-channel customer service (inbound, outbound, email, social media).
• Drive customer satisfaction by resolving issues, focusing on First Point Resolution, and addressing root causes.
• Build a motivated, high-performing team, fostering a culture of ownership, improvement, and customer-focused behaviour.
• Collaborate with key business areas to enhance customer and employee experiences.
• Monitor team performance, provide coaching, and manage resources for optimal efficiency and service delivery.
• Maintain risk management controls and ensure adherence to compliance policies and procedures.
• Effective handling of critical incidents, such as system outages, escalated customer complaints, or high call volumes, while maintaining service quality.
• Lead strategic initiatives and drive continuous improvement in customer service operations.

SKILLS & EXPERIENCE REQUIRED:

Essential:

• Proven team management experience in a demanding contact centre, preferably in a regulated environment.
• Strong KPI management, including performance, SLA, productivity, and error monitoring.
• Technical understanding of online stockbroking for quality monitoring and coaching.
• Familiarity with customer relationship management (CRM) software (preferably Salesforce).
• Strong data analysis and reporting skills to drive actionable insights.
• Ability to quickly adjust priorities to meet SLAs across all customer channels.
• Effective team leadership, coaching, development, and decision-making skills.
• Strong relationship-building with team, management, and stakeholders.
• Knowledge of the Consumer Duty principles, Treating Customers Fairly (TCF) and Anti Money Laundering/KYC regulations.
• Ability to develop and implementing strategies to minimise potential risks, such as improving processes or addressing common customer complaints proactively.

 Desirable:

• Knowledge of ISA and SIPP products.
• Familiarity with FCA complaint handling processes.

PERSONAL ATTRIBUTES:

STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME

• Clear communicator

• Strong team player

• Demonstrated passion and drive for delivering the best outcome

• Moving with speed – delivering faster and better

• Decisive and take ownership of outcomes

• Not afraid to challenge and be open to challenges