Overview
interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’re 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 pensions, ISAs and investments, with a wide choice of over 20,000 UK and international investment options. We also bring impartial content from our financial journalists, a highly engaged community of investors, and daily newsletters and insights.
Purpose of the role
We are seeking a highly motivated, people-oriented customer advocate to join us as a Customer Service Deputy Team Manager - Pensions. In this role, you will drive the day-to-day success of our Customer Service Team, which handles pensions and pensions-related queries. You will coach and mentor team members with strong expertise in pensions products and regulations, helping them unlock their full potential. You will promote personal growth, accountability, and excellence to ensure the team delivers exceptional, accurate, and compliant service for our pension customers. You will work closely with Customer Service Managers to gain insights into leadership, operational strategy, and team dynamics within a pensions-focused environment. This role provides hands-on development of people management skills and may involve covering absences to prepare you for future leadership positions.
Key Responsibilities
* Coaching and Development: Provide daily guidance, support, and coaching to Customer Service Representatives handling pensions queries, ensuring knowledge of pensions products, regulations, and processes remains current; conduct Training & Competency checks and deliver tailored feedback
* Leadership Growth: Collaborate with Customer Service Managers, gaining practical experience in people management, including one-to-one coaching, return-to-work interviews, performance reviews, and involvement in HR processes such as disciplinary and capability procedures
* Cross-Team Collaboration: Partner with fellow Deputy Team Managers to share best practices, coordinate resources, and deliver on shared team objectives
* Grad Bay Training Oversight: Support smooth transition of new hires from classroom learning to live work environments, ensuring ongoing development in pensions-specific knowledge
* Operational Excellence: Drive team performance to meet or exceed departmental KPIs, service levels, and quality standards with a customer-first approach
* Customer Advocacy: Use pensions knowledge and problem-solving to deliver empathetic, timely, and effective solutions that are accurate, compliant, and build trust
* Culture Champion: Promote core values—integrity, inclusivity, accountability, and customer centricity—contributing to a positive workplace culture
Requirements
* Proven experience in customer service roles focused on pensions administration or pensions-related queries, with a track record of meeting or exceeding performance goals
* Strong technical knowledge of pensions regulations, schemes, and processes, with the ability to coach others in this area
* Demonstrable passion for coaching and mentoring, with the ability to motivate and develop team members at varying skill levels
* A proactive learner, eager to develop leadership and HR-related skills for future managerial responsibilities
* Excellent interpersonal and communication skills, capable of building rapport with colleagues, peers, and customers
* Strong problem-solving skills and a solutions-focused mindset, with the ability to anticipate and resolve challenges
* Resilience and composure under pressure, with flexibility to adapt to evolving business needs
* A genuine customer-centric approach with attention to detail and empathy in every interaction
Personal Attributes
* Clear communicator
* Strong team player
* Demonstrated passion and drive for delivering the best outcome
* Move with speed—deliver faster and better
* Decisive and takes ownership of outcomes
* Not afraid to challenge and be open to challenges
Benefits
* 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 investment products
* Personal & Well-being Fund - Supporting physical and mental wellness
* Retail Discounts
* Voluntary Flexible Benefits - Tailor benefits to your lifestyle
Please Note: We will do our utmost to respond to all applicants. Due to high volume, if you haven't been contacted within 30 days of application, please consider your application 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.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* IT Services and IT Consulting
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