Operations Administrator - Customer Accounts at interactive… · Leeds

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.

We are recruiting for an Operations Administrator to join our Operations team. This Operations Administrator role is responsible for the effective processing of tasks within the Operations department, this includes but not exhaustive to Cash, Settlements, Accounts, Pensions, Transfers, Reconciliations and Corporate Actions. Ensuring accurate adherence to the departments policies, procedures and regulatory responsibilities.

This role will also include building good relationships with both internal departments and external stakeholders.

Responsibilities will include providing the highest quality service to our customers and answering queries from the Customer Services department and dealing with email/phone queries from customers that relate to Operational processes.

KEY RESPONSIBILITIES:

• Provide outstanding customer service to meet the requirements of both internal and external customers

• Make customer contact via phone, email /letter to enable straight through processing, where appropriate

• Timely and accurate processing of all customer documents and returned queries to ensure that customer’s needs are met

• Adherence to the regulations that apply to the area that you are working in

• Responsible for the processing of all departmental administration tasks, with a high degree of accuracy

• Escalate any unresolved issues to the Specialists providing them with sufficient information to investigate the issue

• 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, making external calls to customers as required

• 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.

• Logging Risk events - Understanding Risk via training and documentation available.

Requirements

• Advanced ability to work in an environment which requires a high level of accuracy

• Advanced organization skills to manage completion of daily task and meet exacting deadlines

• Advanced communication skills (written and verbal) – ability to build rapport with customers and 3rd parties across all communication channels, maintain calm during pressurised situations, and share information in a clear and logical manner

• Advanced problem solving skills

• Advanced enthusiasm and willingness to learn new tasks

• Advanced flexibility to move between different tasks and departments at short notice

• Ability to work unsupervised

• High degree of PC literacy – navigate a broad range of internal systems, ability to create Excel spreadsheets and formulae

• Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended Training

• Provide Management Information as and when required

• Knowledge of the regulatory environment and associated risks that require managing.

• Knowledge of the Financial Services Sector – specifically Wealth Management

• Knowledge of the regulatory and legislative environment and associated risks that require managing

• Understand the principles of Treating Customers Fairly

• Understand the principles of Training and Competence

• Understand the key drivers of Client Loyalty within a retail environment

• Understand FCA rules in particular CASS rules

• Technical Expertise – Keep abreast of developments and changes in legislation.

• Minimum of 2 years’ experience working within an administration environment

• Advanced time management and prioritization skills.

• Advanced interpersonal, communication skills.

• Intermediate capability to think clearly and creatively in delivering operational change in line with a defined strategy/vision.

• Advanced ability to stay calm under pressure and display emotional resilience when handling difficult situations or conversations.

• Intermediate MS Office Skills.

• Advanced ability to deal with high volumes of processing work

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental wellness
• Retail Discounts – Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle

Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive