Description Overview: The part time Customer Service Representative role is a varied and challenging customer facing role set within a fast-paced Customer Service environment. 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. There is no product selling in this role. This role is a part time, 25 hours per week, Monday to Friday. Our part time working patterns are 10:00 – 15:00, 11:00 – 16:00 OR 12noon – 17:00. This is an exciting role with NO weekend, bank holiday or evening working. The role is 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. During your probation, you will be working in the office each day, with the possibility to move to hybrid working once your probation is successfully completed. You’ll be part of a supportive team, focussed on your development, training and well-being. You will join 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. If you’re successful at pre-screening, you will be invited to one of our onsite assessments. The assessments are being held on Wednesday 17th September at 09:30, Wednesday 17th September at 13:30 and Thursday 18th September at 09:30. If you are successful in the assessment process, and we offer you a role, you will join us on Wednesday 22nd October 2025. Please note: The initial training will be on a full-time basis, 37.5 hours per week, Monday to Friday, for up to 3 weeks. You will undertake some technical and soft-skills training for the role initially, followed by further training every 6 months. You’ll also have access to LinkedIn Learning for any additional training you wish to undertake for your personal development. We currently only have the working patterns detailed above. These are the only Assessment dates and start date currently available, so if you are unable to attend/join on these dates, we will not be able to proceed with your application at this time but thank you for your interest. Benefits: • 26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year – pro rata for part time • 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; Car Salary Sacrifice scheme • 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.