Complaints Coordinator

We are now recruiting for a customer relations coordinator to join our growing customer services department.

The main purpose of the role is to ensure that we treat all complainants fairly, by ensuring that all complaints that are subject to FCA and internal business requirements are handled appropriately, hence knowledge of FCA requirements for complaints handling is essential for this role.

What you’ll do

• Recording all complaints subject to FCA Dispute Resolution: Complaints Sourcebook requirements accurately.

• Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLA’s.

• Undertaking investigative work in order to produce a formal response to each complaint.

• Issuing final response letters in relation to each complaint within internal and FCA timeframes ensuring they are detailed and clear.

• Ensuring that full, detailed records are maintained in relation to the complaint investigation and sign off on response and any compensation.

• Ensuring that payment arrangements in relation to any compensation or ex gratia payment are followed up and that payment is made.

• Assisting the Customer Relations Manager in any other areas as required.

• You will have a minimum of 5 GCSE’s grades 9-4 (A*-C) or equivalent including Maths and English.

• Previous experience in an informal and formal complaints based role.

• Significant experience of working in a financial services administration role.

• Exceptional customer focus and passion for achieving the right outcomes for our customers.

• Knowledge of FCA requirements for complaints handling.

• Strong knowledge of the financial services industry.

• Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times.

• Exceptional inter personal skills in dealing with customers, advisers and internal departments.

• Excellent letter writing skills.

• Knowledge of pension administration, ISAs and dealing services is desirable but not essential.

• Salary starting at £28,000

• Starting holiday entitlement of 25 days, increasing up to 31 days with length of service

• Holiday buy and sell scheme

• A choice of pension schemes with matched contributions up to 6%

• Discretionary bonus scheme

• Annual free share awards scheme

• Buy As You Earn (BAYE) Scheme

• Health Cash Plan

• Discounted private healthcare scheme and dental plan

• Free gym membership, with an 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

• Personal development programmes built around you and your career goals, including access to personal skills workshops

• Ongoing technical training

• Professional qualification support

• Talent management 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.