Remote Accountant
•Jobgether· 1d
💰 Finance⏰ Full-time🌱 Entry Level📍 Malaysia
1d ago
Interactive Investor·10 days ago
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 500,000 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 our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to 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 about what we believe is right for our customers, our teams, ourselves and interactive investor.
PURPOSE OF ROLE:
To effectively manage a team of Customer Service Representatives. Responsible for providing inspirational leadership through coaching, reward, recognition, regular communication, feedback, development and performance management. Accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department
KEY RESPONSIBLITIES:
Customer Service & Leadership
•Directly responsible for the performance of a team of Customer Services Representatives in delivering against daily contact and AHT targets
• Help deliver a multi-channel service, supporting inbound, outbound, email and secure messaging alongside social interactions.
• Responsible for driving an efficient consistent and high quality service to our customers at every interaction.
• Build an empowered, motivated and passionate team, rewarding customer focused behaviours, managing performance and driving a culture of ownership and continuous improvement.
• Own the customer experience - celebrating success and creating advocacy through effective resolution of customer dissatisfaction, First Point Resolution and fixing root cause.
• Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
• Ensure that roles in the team are performed by individuals with the appropriate knowledge, skills and attitudes and that competence is maintained and assessed
• Treat customers fairly at all times Control (Risks, Financials, Processes)
• Evaluate customer interactions (remotely and side by side) and provide timely feedback and coaching, in line with QM requirements.
• Monitor and control wall boards stats and ability to flex priorities depending on customer drivers
• Maximise team efficiency through effective resource (including attendance) and skills management to build a multi-skilled function.
• Responsible for the management of team resource and occasional department planning and future forecasting, ensuring that at a team and departmental level, resource levels reflect business need and volume requirements.
• Maintain the first line of compliance defence by ensuring adherence to business processes and procedures that are designed to meet regulatory standards and policies set out by the firm.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework
• Maintain first line of defence in relation to identifying, mitigating and managing operational risks in line with policies set out by the firm, including appropriate escalation and risk event reporting.
• Maintain first line of defence by operating risk controls appropriate to those defined by the firm’s mandates, policies and procedures.
• Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently. Internal 3 Change
• As a member of the Customer Services Management team, lead and drive short and long term strategic plans through change and improvement initiatives to deliver sustained operational improvement and excellence
• Identify obstacles to the delivery of legendary customer experience and to implement changes which improve our service. • Lead/support project work as required.
SKILLS & EXPERIENCE REQUIRED:
Essential
• Proven experience of managing a team in demanding contact centre environment • Familiar with managing in a regulated environment. • Ability to manage a team against set KPIs
• Proven ability to manage a team’s performance including SLA’s, productivity and errors
• Sufficient technical understanding of online stockbroking to carry out quality monitoring and coaching for the Customer Services Representatives
• Must have knowledge of telephony reporting systems and CMS Avaya would be a considerable advantage • Must be able to carry out some excel basic functions to produce some MI reports
• Must be able to flex priorities quickly to ensure all customer channels are kept within SLA
• Must be able to manipulate reports and understand the data and actions required from the information provided • Must be a team player who is capable to lead and inspire team members
• Must have experience of coaching and developing staff and be able to make sound decisions • Must have the ability to build relations with your team, the wider management team and other stakeholders
• Understand the principles of Treating Customers Fairly • Understand the principles of Training and Competence • Understand Anti Money Laundering/KYC Regulations.
• Understand the regulatory framework and the requirements for monitoring and supervision
• Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement Desirable
• Knowledge of ISA or SIPP products would be a considerable advantage • Knowledge of the FCA complaint handling process would be an advantage
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 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—whether direct, indirect, associative, or perceptive