Due to growth, we have an exciting opportunity for a Customer Relations Team Leader to join our Customer Services Department.
The Team Leader will be the supervisor for a team of Customer Relations Coordinators.
They will be responsible for ensuring that all complaints, subject to FCA and internal business requirements, are handled appropriately and will lead by example by engaging and supporting their team of Customer Relations Coordinators.
They will ensure their coordinators are motivated, productive, and trained to a high standard. They will address any issues which arise within the team. The team leader role will be responsible for ensuring the team’s work is completed in line with procedures and service level agreements, as well as regulatory rules.
The Team Leader will be accountable for the overall performance of their team and ensure the team delivers on its set objectives.
This is a great opportunity for either someone with existing team leader experience who wants to develop themselves further in their role and step out of their comfort zone, or someone who has developed themselves to the point they are ready to make that step into a team leader role.
Key responsibilities:
- Leading by example, engaging and supporting the team of Customer Relations Coordinators.
- Managing the workload of the team, ensuring all complaints are recorded, acknowledged, and responded to in line with FCA DISP requirements.
- Ensuring the accuracy of the work completed by the team.
- Monitoring the performance of individuals and providing constructive feedback to improve performance where appropriate, including completing performance reviews and ensuring PDPs are in place.
- Maintaining high levels of customer service.
- Maintaining records of work completed by the team and providing regular reports to the Manager.
- Working as a mentor and coach to assist and develop team members, offering guidance on specific procedures and processes, as well as ensuring training of new starters.
- Assisting as a technical guide to help colleagues with complex or difficult situations.
- Ensuring complaint records are kept up to date.
- Ensuring that all compliance policies are adhered to, including AML, Clear Desk, and ID&V.
- Organising the rota for hybrid working and ensuring compliance with the hybrid working policy.
- Checking payments made as part of complaints procedure.
- Identifying breaches and errors, feeding this back to the business.
- Assisting the second Customer Relations Team Leader in supporting both teams.
- Assisting the Customer Relations Manager in any other areas as required.
Competence, knowledge and skills:
- Experience with responding to complaints.
- Financial administration experience including but not limited to SIPPs, ISAs and GIAs.
- Excellent customer service skills.
- High level of Planning, organisation and time management.
- Strong written and verbal communication skills, to both internal and external customers.
- Ability to motivate the team.
- Assertiveness.
- Excellent letter writing skills.
- Proficiency with Microsoft Office programs, specifically Word and Excel.
- Enthusiastic and inquisitive with a ‘can do’ attitude.
- Ability to take responsibility for own workload and challenge the status quo where needed.
- Understanding of the Financial Ombudsman Service
About us:
AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.
Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.
Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years and in 2025 named a Great Place to Work®.
At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.
Our perks and benefits:
- Starting salary of £32,960 (depending on experience)
- Starting holiday entitlement of 26 days, increasing up to 31 days with length of service and a holiday buy and sell scheme
- A choice of pension schemes with matched contributions up to 7%
- Discretionary bonus scheme
- Annual free share awards scheme
- Buy As You Earn (BAYE) Scheme
- Health Cash Plan – provided by SimplyHealth
- Discounted private healthcare scheme and dental plan
- Free on-site gym providing a wide range of free classes
- Employee Assistance Programme
- Bike loan scheme
- Sick pay+ pledge
- Enhanced maternity, paternity, and shared parental leave
- Discounted nursery fees at Kids Planet on Exchange Quay
- Loans for travel season tickets
- Death in service scheme
- Paid time off for volunteer work
- Charitable giving opportunities through salary sacrifice
- Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
- Parking at Exchange Quay (Subject to availability)
- Personal development programmes built around you and your career goals, including access to personal skills workshops
- Ongoing technical training
- Professional qualification support
- Talent development programmes
- Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
- Monthly leadership breakfasts and lunches
- Casual dress code
- Access to a range of benefits from our sponsorship deals
Hybrid working:
At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 3-4 days per week in the office. For new team members, the first 3 months will be spent full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.
AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.
We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.
If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.
