Customer Service Deputy Team Manager - Pensions

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 £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.

What we stand for:

It’s simple … we want to help people confidently take control of their financial future, for interactive investor to go from strength to strength and be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate and encouraged to fight for what we believe is right for our customers, our teams, ourselves and interactive investor.

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 pivotal role, you will drive the day-to-day success of our Customer Service Team, which primarily handles pensions and pensions-related queries. You’ll be passionate about coaching and mentoring, with strong expertise in pensions products and regulations, understanding how to positively impact and influence the development of Customer Service Representatives, helping them unlock their full potential.

By promoting personal growth, accountability, and excellence, you’ll ensure the team consistently delivers exceptional, accurate, and compliant customer service and outstanding outcomes for our pension customers. You will work closely with Customer Service Managers to gain valuable insights into leadership, operational strategy, and team dynamics within a pensions-focused environment. This role provides a unique hands-on opportunity to develop key people management skills and take on increasing responsibility—including stepping up to cover absences as needed—preparing you for future leadership positions.

Key Responsibilities

• Coaching and Development: Provide daily guidance, support, and coaching to Customer Service Representatives handling pensions queries, ensuring their knowledge of pensions products, regulations, and processes remains current and robust. This includes conducting Training & Competency (T&C) checks in line with company frameworks and delivering tailored, constructive feedback.
• Leadership Growth: Collaborate closely with Customer Service Managers, gaining practical experience in people management, including one-to-one coaching sessions, 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, fostering a cohesive and collaborative working environment.
• Grad Bay Training Oversight: Support the smooth transition of new hires from classroom learning to live work environments, ensuring ongoing development and confidence building in pensions-specific knowledge within Grad Bay and beyond.
• Operational Excellence: Drive team performance to consistently meet or exceed departmental KPIs, service levels, and quality standards, while maintaining a customer-first approach tailored to pensions customers.
• Customer Advocacy: Leverage in-depth pensions knowledge and problem-solving skills to deliver empathetic, timely, and effective solutions, ensuring every customer interaction is accurate, compliant, and builds trust.
• Culture Champion: Lead by example to promote and uphold our core values—integrity, inclusivity, accountability, and customer centricity—contributing to a positive, diverse, and engaged workplace culture.

• Proven experience in customer service roles focused on pensions administration, pensions products, or pensions-related queries, with a consistent track record of meeting or exceeding performance goals.
• Strong technical knowledge of pensions regulations, schemes, and processes, with the ability to coach and develop others in this area.
• Demonstrable passion for coaching and mentoring, with a natural ability to motivate and develop team members at varying skill levels.
• A proactive learner, eager to develop leadership and HR-related skills, preparing for future managerial responsibilities.
• Excellent interpersonal and communication skills, capable of building rapport with colleagues, peers, and customers across all levels.
• Strong problem-solving skills, a solutions-focused mindset, and the ability to anticipate and resolve challenges efficiently.
• Resilience and composure under pressure, with the flexibility to adapt to evolving business needs in a dynamic environment.
• A genuine customer-centric approach, focused on delivering high-quality service with attention to detail and empathy in every interaction.