Job Description
We’re looking for an experienced, customer‑centric ISA Transfer Specialist who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business.
In this role you will handle complaints and all inbound and outbound customer communication, liaise with internal and external stakeholders (including the FOS), deliver 5* service seven days a week, and continually implement process improvements and resource optimisation. You will collaborate with our operations, technology and compliance teams to meet company growth objectives, own the ongoing training and utilisation of our customer‑facing tools, and provide data insights and reporting on performance to inform strategic decisions about future investment, products and technology developments.
Qualifications
- Previous experience handling ISA and/or LISA transfers within a regulated financial services or fintech environment
- Strong knowledge of HMRC ISA regulations and transfer rules (including timeframes and qualifying requirements)
- Familiarity with both Cash ISA and Lifetime ISA products, and understanding of key differences (e.g., contribution limits, government bonuses)
- Proven track record in managing end‑to‑end ISA transfer processes — from initial request to completion and reconciliation
- Ability to handle customer queries clearly and confidently, especially during delays or rejections
- Skilled at liaising with external ISA providers and internal operations or compliance teams to resolve transfer issues
- High attention to detail when reviewing forms and transfer documentation to ensure compliance and accuracy
- Proactive problem solver with a desire to improve and streamline transfer processes for better customer outcomes
- Passion for delivering outstanding customer experience in a fast‑paced, mission‑led business
- Collaborative, with exceptional communication skills
- Mindset to thrive in a fast‑paced, dynamic start‑up environment
Additional Information
Location: Hybrid, with an office in Central London (1‑2 days per week in the office)
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