Customer Service ISA Operation Analyst

Title: Customer Service ISA Operation Analyst

Contract: 6 months

Location: London, UK (On-site)

Working Pattern: Full-time (Monday to Friday - 35hrs/week)

About the Role

We are seeking a customer-focused and proactive Customer Service Operations Analyst to join our growing team. This role is at the heart of delivering an exceptional customer experience to both individual ISA members and employer partners. As the first point of contact, you will provide support across multiple communication channels, including telephone, email, and live chat, helping customers navigate their savings journey with confidence and clarity.

The successful candidate will play a key role in supporting customers with ISA account management, transfers, contributions, and product-related queries while ensuring a high standard of service and operational excellence.

Key Responsibilities

• Act as the first point of contact for individual ISA members and employer partners, delivering a professional, friendly, and customer-focused service.
• Handle inbound and outbound telephone calls, providing clear, accurate, and empathetic support.
• Respond to customer enquiries via email, ensuring timely, accurate, and professional communication.
• Provide real-time assistance through live chat, guiding customers through account-related queries and processes.
• Process and administer ISA transfers to and from other providers in line with regulatory requirements and internal procedures.
• Educate customers and employers on ISA products, including Individual Savings Accounts (ISAs), Junior ISAs (JISAs), and Lifetime ISAs (LISAs).
• Support customers with account management, contributions, transfers, and general product enquiries.
• Investigate and resolve customer issues, escalating complex cases to specialist teams where appropriate.
• Maintain accurate records of all customer interactions using CRM and customer support systems.
• Ensure compliance with company policies, financial regulations, and data protection requirements.
• Stay informed about ISA regulations, company products, and associated financial services to provide accurate guidance and support.
• Contribute positively to team objectives, service improvements, and operational performance targets.

Skills & Experience Essential

• Excellent verbal and written communication skills with the ability to engage effectively across telephone, email, and live chat channels.
• Strong customer service skills with a genuine passion for delivering outstanding customer experiences.
• Good IT literacy and confidence using CRM systems, customer support platforms, and Microsoft Office applications.
• Strong organisational skills with excellent attention to detail.
• Ability to explain financial products and processes in a simple, clear, and engaging manner.
• Proactive problem-solving skills and a positive, team-oriented approach.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Desirable

• Previous experience in a customer service, contact centre, financial services, or operations environment.
• Experience handling customer enquiries via telephone, email, and live chat.
• Knowledge of Individual Savings Accounts (ISA), Junior ISAs (JISA), and Lifetime ISAs (LISA).
• Understanding of financial products, savings schemes, or regulated financial services.