Customer Service ISA Operations Analyst

About the role

We are looking for a proactive Customer Service ISA Operations Analyst to join our London team. You will be the first point of contact for individual ISA members and employer partners, delivering clear and friendly support across phone, email and live chat. The role combines customer service excellence with a solid understanding of ISA products.

Key responsibilities

• Handle inbound and outbound calls, providing accurate and empathetic assistance.
• Respond to email enquiries promptly and professionally.
• Provide real‑time support via live chat, guiding customers through account queries.
• Process ISA transfers in line with regulatory and internal procedures.
• Educate customers and employers on Individual Savings Accounts, Junior ISAs and Lifetime ISAs.
• Assist with account management, contributions, transfers and general product questions.
• Investigate and resolve issues, escalating complex cases when needed.
• Maintain detailed records of interactions using CRM and support systems.
• Ensure compliance with company policies, financial regulations and data protection.

Required profile

• Excellent verbal and written communication skills.
• Strong customer‑service orientation with a passion for helping people.
• Good IT literacy and confidence using digital tools.
• Highly organised with strong attention to detail.
• Ability to explain financial products clearly.

Required skills

• CRM systems
• Customer support platforms
• Microsoft Office