Job Description
This role is dedicated to ensuring exceptional consumer outcomes by proactively engaging with customers through outbound calls, gathering valuable feedback, and providing insightful reports to management and the Product team for continuous improvement. The position also involves managing various customer feedback channels and supporting other teams as needed.
The Customer Excellence Administrator plays a key role in supporting the delivery of outstanding consumer outcomes through proactive customer engagement. The role involves making outbound calls to gather valuable feedback, identifying themes and opportunities, and sharing insights with management and the Product team to support continuous improvement. It also includes managing feedback across various customer channels and providing support to other teams, contributing to a consistent and high-quality customer experience across the business.
What does the job involve?
Conduct outbound calls to customers to gather feedback and ensure positive consumer experiences.
Collect, analyse and report on customer feedback, identifying key themes and presenting actionable insights to management and the Product team to inform strategic enhancements.
Prepare and deliver presentations on Vulnerable Customer MI and Happy Customer data, highlighting trends and recommendations
Monitor Trustpilot reviews, proactively engaging with customers who leave ratings of 4 stars and below to gain further feedback and identify opportunities to enhance their experience.
Champion a customer feedback culture by encouraging CST, DST, and webchat teams to share links, developing incentives and initiatives to increase participation.
Provide exceptional service to our VIP customers.
Provide support to telephone support teams with their queues when necessary.
Knowledge & Skills
A genuine interest in investing, trading, or financial markets, experience is helpful but not essential
Minimum of 5 GCSEs grades 9–4 (A*–C or equivalent), including Maths and English
Demonstrable experience of delivering excellent customer service with a genuine commitment to positive consumer outcomes.
Strong verbal and written communication skills, with the ability to engage confidently and professionally w...
Customer Excellence Administrator employer: AJ Bell Careers
AJ Bell is an exceptional employer, recognised as one of the UK's Best 100 Companies to Work For for six consecutive years. With a strong focus on employee growth, a collaborative culture, and a range of benefits including generous holiday allowances, a robust pension scheme, and tailored learning opportunities, we ensure our team members thrive both personally and professionally. Our hybrid working model and commitment to inclusion make AJ Bell a rewarding place to build a meaningful career in the financial services sector.
