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- Tasks: Lead a dynamic team to deliver exceptional customer service and improve customer journeys.
- Company: Join AJ Bell, one of the UK's fastest-growing investment platforms with a supportive culture.
- Benefits: Enjoy 27 days holiday, a generous pension scheme, and health benefits.
- Other info: Hybrid working model with a focus on inclusion and personal development.
- Why this job: Make a real impact in a role that shapes customer experiences and team success.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
We’re currently recruiting a Customer Service Manager to play a key leadership role within our Operations function, responsible for delivering an outstanding customer experience across a large, multi-skilled service team. You will lead, develop, and inspire Team Leaders and operational colleagues to ensure we consistently meet service levels, deliver fair customer outcomes, and continuously improve the end-to-end customer journey.
As part of the Customer Services Management Team, you will take ownership of performance, people, and process within your area, ensuring effective delivery of regulated financial services operations in line with internal standards and regulatory requirements.
Key responsibilities- Leading and developing a team of Team Leaders and Customer Service Administrators to deliver high-quality service outcomes
- Ensuring departmental SLAs and performance targets are consistently achieved
- Driving an excellent customer experience through strong people leadership and operational control
- Managing workforce planning, resource allocation, and capacity across the team
- Coaching, mentoring, and developing colleagues to support performance and career progression
- Conducting regular 1:1s, performance reviews, and formal performance management processes where required
- Building strong employee engagement and fostering a positive, high-performing team culture
- Overseeing recruitment activity to ensure teams are appropriately resourced
- Supporting the delivery of training, onboarding, and ongoing professional development
- Acting as an escalation point for complex customer issues and ensuring timely resolution
- Reviewing customer complaints and feedback to identify trends and drive service improvements
- Working with internal stakeholders to resolve issues, prioritise workloads, and improve the customer journey
- Driving continuous improvement in processes, systems, and service delivery
- Supporting the safe rollout of new products, services, and system changes into live operations
- Ensuring all procedures and controls are up to date, clearly documented, and followed consistently
- Identifying, managing, and mitigating operational and regulatory risks within your area
- Maintaining strong awareness of regulatory requirements, ensuring compliance with relevant standards and frameworks
- Engaging with internal and external audits as required
- Promoting fair customer outcomes, including appropriate support for vulnerable customers
- Ensuring issues are dealt with fairly, efficiently, and in line with regulatory expectations
- Leading regular team meetings and structured communication forums
- Working closely with other operational and support functions to deliver joined-up service outcomes
- Contributing to wider departmental planning, strategy, and operational improvements
- Experience in a financial services or regulated customer service leadership role preferred
- Strong understanding of customer service operations and delivery within a service environment
- Proven people leadership experience, including managing Team Leaders and/or large operational teams
- Strong knowledge of financial services products (pensions experience beneficial)
- Good understanding of regulatory requirements, including conduct expectations and customer outcomes focus
- Experience working in a structured, SLA-driven operational environment
- Strong communication skills, both written and verbal
- Excellent organisational and prioritisation skills in a fast-paced environment
- Strong analytical, problem-solving, and decision-making ability
- High attention to detail with a focus on accuracy and control
- Ability to build strong relationships across multiple internal stakeholders
- Strong coaching, mentoring, and performance management capability
- Commercial awareness and understanding of operational efficiency drivers
- Proficient in Microsoft Office (Word, Excel, Outlook)
AJ Bell is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for everyone, from professional financial advisers to first-time investors. Today, over 723,000 customers trust us to manage more than £108.7 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures.
We’re proud to be recognised as one of the UK’s Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026 a reflection of our supportive and collaborative culture.
What we offer- 27 days holiday, increasing with service + buy/sell scheme + bank holidays
- 8% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan and discounted private healthcare
- Free onsite gym
- Enhanced family leave (subject to qualifying criteria)
- Travel and bike loan schemes
- Employee Assistance Programme
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
We offer hybrid working, with a minimum of 60% of your working time per month spent in the office. For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.
Inclusion & diversityWe’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.
Customer Services Manager employer: Aj Bell
Contact Detail:
Aj Bell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Mock interviews can help you get comfortable with common questions and refine your answers. Plus, it’s a great way to receive constructive feedback!
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Services Manager role. Highlight your experience in leading teams and delivering excellent customer service, as this is what we’re really looking for!
Showcase Your Leadership Skills: We want to see how you’ve developed and inspired teams in the past. Share specific examples of how you’ve coached colleagues or improved team performance to demonstrate your leadership capabilities.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read through your achievements and skills.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Aj Bell
✨Know Your Customer Service Inside Out
Make sure you brush up on your knowledge of customer service operations, especially in a financial services context. Be ready to discuss how you would lead a team to meet service levels and deliver excellent customer outcomes.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you've coached or mentored colleagues, and be ready to explain how you foster a positive team culture.
✨Understand Regulatory Requirements
Familiarise yourself with the regulatory landscape relevant to the role. Be prepared to discuss how you ensure compliance and manage operational risks, as well as how you promote fair customer outcomes.
✨Demonstrate Problem-Solving Abilities
Think of examples where you've successfully resolved complex customer issues or improved processes. Highlight your analytical skills and decision-making abilities, as these are crucial for the role.