AJ Bell is one of the largest providers of online investment platforms and stockbroker services in the UK, with assets under administration exceeding £56.5 billion and more than 295,000 clients. Our award-winning products include AJ Bell Youinvest and AJ Bell Investcentre. We have our head office in Manchester, as well as a Media office in London.

We are now reciting a dealing services team leader for our AJ Bell Youinvest dealing services team. The purpose of the role is to supervise and control the Dealing Services Team, manage direct customer instructions, queries and complaints via telephony and written channels, ensuring excellent customer service is delivered.

Key responsibilities;

• Manage a high volume of inbound calls for AJ Bell Youinvest products
• Ensure call scripts are followed and all orders are read back to clients/advisers
• Ensure all written communications are answered in line with SLAs
• Log all complaints and issues and ensure MI is made available as required
• Ensure all complaints are communicated in line with the agreed processes
• Ensure FSA FCA regulations are complied with at all times
• Ensure internal and group service level agreements (SLAs) are met in full
• Monitor agent calls, performance and written correspondence
• Investigate and resolve queries / issues by liaising with areas of the business ensuring standards and timelines are met
• Co-operate with all other teams across the business to enable efficient operating processes and a positive client experience
• Produce and deliver monthly MI to track service levels
• Ensure all web, system and process issues identified are logged and monitored for resolution
• Ensure all procedures are reviewed and updated as required
• Deliver changes of internal procedures in a positive manner
•  Manage and develop staff to ensure consistent quality of client service
• Attend / hold regular meetings as defined by your line manager
• Other projects or activities as required by your line Manager
• Conduct regular 121 meetings

Competence, Knowledge and Skills

Competence

• Experience within an equity and collectives trading environment

Knowledge & Skills

• Specific technical working knowledge of a telephony contact centre environment
• Sound knowledge of telephony services, call management and SLAs
• Excellent oral and written communications
• Leadership and development of others
• Problem solving and decision making
• Organisational and prioritisation skills

In return we will provide all the training and support you need in order to develop within your role. 

There are opportunities for growth and professional development for members wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.

At AJ Bell you can expect a friendly working environment with a strong sense of team work, we have a great sense of pride in what we do and this is reflected in our guiding principles.

In return for your hard work you will be entitled to:

• 25 days holiday increasing up to 30 days with service, plus bank holidays
• Discretionary annual bonus
• Contributory pension scheme
• Paid study support for qualifications
• Enhanced maternity/paternity scheme
• Bike loan
• Season ticket loan portal
• Discounted PMI and Dental
• Free gym 
• Holiday buy/sell scheme
• Free social events
• Plus much more