Customer Operations Associate, Transfers

Freetrade

Customer Operations Associate managing ISA, JISA, GIA, and SIPP transfers for Freetrade, a digital investing platform. Owning cases, supporting customers, and improving operational workflows.

Posted 8/19/2026full-timeLondon • 🇬🇧 United KingdomJuniorMid-Level💰 £28,000 - £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing account transfers, including ISA and SIPP processes, while ensuring compliance with regulations and enhancing customer experience. Proficient in using AI tools to improve workflow efficiency and committed to continuous process improvement.

Highest-signal resume keywords

ISA Transfer KnowledgeSIPP Transfer KnowledgeCREST Process UnderstandingCustomer Communication SkillsProcess Improvement Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ISA TransfersSIPP TransfersCREST TransfersAsset Valuation ProcessingTransfer Application ProcessingCase Record MaintenanceCustomer Query HandlingProcess ReviewAI Tool UtilizationOperational Requirements Knowledge

Soft Skills

Attention to DetailCustomer-Obsessed MindsetProactive Problem SolvingStrong Written CommunicationStrong Verbal Communication

Industry Keywords

Transfer CasesCustomer ExperienceCompliance StandardsAudit StandardsContinuous ImprovementCustomer ServiceHybrid WorkRight-to-Work Status

About the role

Key responsibilities & impact

Own transfer cases from start to finish, helping customers move ISA, JISA, GIA, and SIPP accounts and assets into and out of Freetrade
Process transfer applications accurately within agreed SLAs
Process valuations and accept assets within agreed SLAs
Chase and monitor transfer progress with external counterparties and customers through completion
Build working knowledge of ISA and SIPP transfer rules, regulations, and operational requirements
Work with CREST processes and develop understanding of stock and asset transfers
Provide technical support to Customer Service for accurate and efficient customer-query handling
Communicate with customers via email and in-app chat, potentially phone as channels evolve
Maintain clear and accurate case records for quality, compliance, and audit standards
Identify case and query patterns, process gaps, and customer-experience improvements
Review procedures and contribute to process enhancements
Use AI tools in daily workflow to improve productivity, quality, and team efficiency
Support the wider Transfers team with ad-hoc tasks and changing priorities
Align priorities with the workflow lead and flag barriers to customer outcomes
Support newer joiners as knowledge and experience grow
Champion a customer-first mindset

Requirements

What you’ll need

Customer-obsessed mindset and commitment to delivering the right customer outcome
Exceptional attention to detail
Ability to work independently and proactively, owning workloads and cases through completion
Self-starter able to identify problems, take initiative, and drive improvements
Strong written and verbal communication skills
Continuous improvement mindset, with experience or interest in reviewing procedures and enhancing processes
Strong judgement and ownership, including knowing when to escalate
Experience with or knowledge of CREST transfers beneficial
Knowledge of ISA transfers, JISAs, fund transfers, or European stock transfers beneficial
Genuine enthusiasm for using AI in day-to-day work
Curiosity and learning agility
Availability to attend the assessment day in person at the London office on 10 September
Accessibility to the hybrid work location at WeWork, 145 City Rd, London EC1V 1AZ
Applicant must provide current right-to-work status for the UK

Benefits

Comp & perks

Hybrid work model: work from London or Budapest offices on Monday, Tuesday, and Thursday, with Wednesday and Friday dedicated to focus time at home
Flexibility for caregiving or personal responsibilities
Professional development through opportunities to build expertise across Transfers and broader Operations workflows
Exposure to AI and automation tools for productivity, quality, and operational efficiency improvements
In-person collaboration and team culture
Equal Opportunity employer committed to a diverse and representative team