Job Title: Operation Administrator - Customer Accounts

Location: Leeds

Salary: £28,300

Workplace Type: Hybrid (3 days a week in the office)

Employment Type: Full-Time

WHO WE ARE:

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We've been helping investors for nearly 30 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 £80 billion and over 500,000 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 20,000 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.

PURPOSE OF ROLE:

We are recruiting for an Operations Administrator to join our Customer Accounts team. This Operations Administrator role is responsible for the effective processing of tasks within the Customer Accounts team. Being a financially regulated company, we value accuracy and compliance with our department's policies, procedures, and regulatory obligations. You'll also have the chance to build great relationships with internal teams and external partners, all while pursuing your career growth within our leading organization.

Requirements

REQUIREMENTS:

• Provide exceptional customer service, to meet the needs of both internal and external customers.
• Communicate with customers via phone, email/letter to enable efficient straight-through processing where appropriate.
• Ensure timely and accurate processing of all customer documents and returned queries to meet customer expectations.
• Adhere to all relevant regulations applicable to your area of work.
• Accurately complete all departmental administrative tasks with a high level of precision.
• Escalate unresolved issues to Seniors or Specialists, supplying sufficient information to support effective investigation.
• Identifying and assisting vulnerable customers with sensitivity, discretion, and empathy. Ensuring all communications are clear, accessible, and considerate of individual needs. Complying with FCA guidance on the fair treatment of vulnerable customers.
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality.
• Be part of the departmental telephone query team to support all queries and requests from internal customers and external customers and legal representatives. Ensuring all interactions are professional, timely, and documented appropriately. Making outbound calls as required to resolve at first point of contact.
• Ability to identify complaints at first point of contact, investigating issues and co-ordinating with relevant departments to provide summary resolution communication (SRC). Responding to complaints in line with company procedures and regulatory standards.
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high-quality service to our customers at every interaction.
• Ability to move between tasks and departments as business needs require.
• Maintain the organisation's first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.