Contact Center Manager jobs in United Kingdom

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 £75 billion and over 450,000 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.

The role is responsible for performing key task validation, authorisation and quality assurance, as well as the administration and oversight of key controls.

The role individual is required to utilise subject matter expertise to resolve complex client and employee queries, identify operational efficiencies and best practice opportunities, and initiate action to maintain compliance in the face of a continually changing regulatory environment.

• To perform live task validation and authorisation for payments in and out, as well as retrospective quality assurance.
• To administer and maintain oversight of key departmental controls.
• To perform task processing within the department when called upon, including fee processing and FX.
• To ensure that procedures are up to date and provide technical coaching in regards to revised procedures, systems enhancements or regulatory changes impacting the department.
• Use subject matter expertise to resolve complex or escalated queries ensuring positive client and employee experiences.
• To perform departmental testing when called upon.
• To identify opportunities for process improvements within the department which could increase process efficiency and enhance client experience.
• Treat clients fairly at all times.
• Maintain the first line of compliance 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.
• Maintain the first line of defence by operating risk controls assigned to the individual.
• Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently.
• Ensure risks and issues are identified and escalated appropriately to ensure corrective preventative actions are implemented and are sustainable and address the root cause.

• Detailed knowledge of departmental processes and purpose both from a ii perspective and from an industry perspective
• Detailed understanding of internal systems utilised within the department and how they impact the client journey
• Ability to use initiative to creatively resolve issues and find solutions
• Ability to influence stakeholders and negotiate where necessary
• Strong communication skills
• Coaching and mentoring skills
• Prioritising and managing own workload in accordance with assigned priorities
• Ability to adapt to a changing environment
• Capability to think clearly and creatively in delivering operational change in line with a defined strategy/vision
• MS Office Skills
• Knowledge of the business objectives products and processes
• Know the Financial Services Sector – specifically Wealth Management
• Know the regulatory environment and associated risks that require managing
• Understanding of Investment products; characteristics and applications
• 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

Clear communicator

Strong team player

Demonstrated passion and drive for delivering the best outcome

Moving with speed – delivering faster and better

Decisive and takes ownership of outcomes

Not afraid to challenge and be open to challenges

• 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 UKEqualityAct2010. 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