AJ Bell is one of the largest providers of online investment platforms and stockbroker services in the UK, with assets under administration exceeding £62.5 billion and more than 312,300 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 recruiting for a Customer Services Co-ordinator to join our client services department. The main purpose of the role is to assist Customer Services Manager to deliver an excellent customer experience. You will also be the escalation point for customer complaints from within the team, and will frequently undertake other ad-hoc tasks as required to help improve the customer experience.

Key responsibilities:

• Assist with the resolution of customer complaints
• Work closely with the Customer Services Manager to analyse complaints and establish methods to improve the AJ Bell Youinvest customer experience and deliver a first class service
• Assist with Social Media responses delivering an excellent customer experience
• Drive continuous improvement in the customer journey across all channels (telephone, email/secure message and webchat)
• Ensure that monthly MI is produced accurately and on time, analysing data to identify areas of risk within the business area
• Monitor Purecloud telephone reports and provide feedback and data to the AJ Bell Youinvest Product Team and other departments to ensure continuous improvement
• Complete other ad-hoc tasks as required by your Manager
• Conduct Quality Assurance checks with a view to improve customer service

Competence, knowledge and skills:

• Previous experience in a customer service role within Financial Services
• Exceptional customer focus and a passion for achieving the right outcomes for our customers
• Ability to demonstrate strong leadership qualities
• Strong communication skills both written and verbal
• Exceptional inter personal skills in dealing with customers, advisers and internal departments.
• Strong knowledge of the financial services industry

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:

• 24 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