interactive investor

Customer Support

• Drive day-to-day success of the Customer Service Team handling pensions and pensions-related queries.
• Provide daily guidance, support, and coaching to Customer Service Representatives, including Training & Competency checks and tailored feedback.
• Collaborate closely with Customer Service Managers on people management tasks, including one-to-ones, return-to-work interviews, performance reviews, and HR processes.
• Partner with fellow Deputy Team Managers to share best practices, coordinate resources, and deliver on shared objectives.
• Support Grad Bay training transitions from classroom to live environments and ensure ongoing pensions-specific development.
• Drive team performance to meet or exceed departmental KPIs, service levels, and quality standards with a customer-first approach.
• Leverage pensions expertise to deliver accurate, compliant, and empathetic solutions to customers.
• Lead by example to promote company values, contribute to positive workplace culture, and step up to cover absences as needed.

Deputy Team Manager, Customer Service – Pensions

• Answer calls and customer inquiries in the Specialist Contact Centre based in Manchester City Centre
• Take personal ownership of each customer interaction and understand customers' unique situations
• Provide efficient, professional, consultative support for Trading, Stocks & Shares ISAs and SIPP accounts
• Build relationships with customers and resolve increasingly complex queries
• Work 37.5 hours per week Monday to Friday on a varied rotational shift pattern with occasional evening shifts after training
• Successful candidate to start on Monday 3rd November 2025