Customer Service Representative

Overview:

The Customer Service Representative role is a varied and challenging customer facing role set within our fast-paced Customer Contact Centre. You will respond to customer queries from shareholders and employees (or their appointed representative), so you will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner. You’ll be part of a supportive team, focused on your development, training and well-being.

We are recruiting for Full-time colleagues on permanent contracts:

• Full time is 37 1/2 hours per week - Monday to Friday, 7 1/2 hours per day

There will be no weekend, evening or bank holiday working.

Successful candidates will be based in our stunning city centre office in Leeds, which is just a few minutes’ walk from the train station and is close to several bus routes, including the Park and Ride route. You’ll work from the office each day and then possibly move to hybrid working once you have successfully completed your probation.

Our assessment process includes a 15-minute telephone chat with a member of the Customer Contact Centre Leadership team, followed by an onsite interview, allowing you time to really find out about what we do. The initial chats will take place from Friday 11th September 2026, with second stage face to face interviews conducted from week commencing Monday 14th September 2026.

If you are successful in your application, and we offer you a role, you will join us on Monday 14th October 2026.

PLEASE NOTE: Whilst this is currently the only start date, if you are unable to join on this date, we will discuss alternatives for later in the year with you.

You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your role and we’ll provide the support you need to do just that.

Benefits:

• 26 days annual leave, plus a wellbeing day, a volunteer day and we don’t work the bank holidays
• Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions
• Weekly huddles, monthly 1 to 1’s and reviews
• Appreciate programme: Employee recognition programme, monthly awards, departmental thank you emails and Townhall meetings for recognition
• Skills based remuneration programme
• Company Pension Scheme
• Life Assurance
• Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too. You will need:

• Strong written and verbal communication skills
• A passion for customer service and a desire to resolve queries through to completion
• Experience within the Financial Services industry would be advantageous, as would experience within a Customer Service Contact Centre environment
• Demonstrable experience of working and delivering daily, weekly and monthly targets
• Excellent problem-solving skills, with exceptional attention to detail
• Great working knowledge of Microsoft Office, especially Outlook and Word with the ability to use multiple different systems at one time
• An ability to identify your own areas for learning and self-development, whilst taking responsibility for your own performance

Day to Day, you will:

• Respond to inbound contact from shareholders and their representatives
• Undertake identification and verification checks on all enquiries
• Escalate queries, complaints, risks and issues promptly if required
• Accurately record information in the relevant systems
• Identify customer needs and respond positively and professionally whilst identifying opportunities for process improvements that will have a positive impact on the customer experience
• Develop and demonstrate expert knowledge and awareness of our products and procedures

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.