At a Glance
- Tasks: Provide live chat support and resolve customer queries in a dynamic team.
- Company: Join AJ Bell, a fast-growing investment platform with a friendly culture.
- Benefits: Starting salary of £27,100, 25 days holiday, and hybrid working options.
- Other info: Great career development opportunities and a vibrant social calendar.
- Why this job: Make a real impact by helping customers manage their financial futures.
- Qualifications: 5 GCSEs including Maths and English; strong communication and IT skills.
The predicted salary is between 22000 - 32000 £ per year.
We are now looking to recruit hard working, articulate individuals to join our Webchat Customer Support team. The team will play a key role in providing our award-winning service to our customers. For those who show the right attitude, there are excellent career development opportunities available. The purpose of the role is to provide live chat support for customers across the app-only product. Working in our Manchester office, based at Exchange Quay, day to day responsibilities for this all new team will include:
- Resolving customer queries via an impressive new live chat service
- Directing customer requests
- Working efficiently with our internal systems
- Maintaining accurate records on our databases
What does the job involve?
- Answering customer queries through Intercom
- Monitoring and replying to emails in good time
- Accurately logging customer feedback and service improvements
- Referring cases onto operational teams and updating customers on progress
- Checking daily investment requests
- Investigating all investment failures and informing individual customers of these failures
- Assisting managers with ad hoc tasks
- Identifying vulnerable customers and referring to relevant SME
What we’re looking for:
- You will have a minimum of 5 GCSE's grades A*-C (or equivalent) including Maths and English
- Great work ethic and conscientious and a positive, can do attitude
- Excellent organisation and time management skills
- Strong interpersonal skills
- Ability and commitment to deliver excellent customer service skills
- Strong communication skills, both written and verbal
- Competent IT skills, including Word, Excel and Outlook
- Ability to work to deadlines and under pressure, at times unsupervised
- Experience of financial services, or a keen interest in it, is desirable
This role is 40 hours per week with varied shift patterns on a rota basis, covering opening times; Monday to Friday 8am till 9pm, 1 in 4 Saturdays and some bank holidays across the year.
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.
Our perks and benefits:
- Starting salary of £27,100 (depending on financial services experience)
- Starting holiday entitlement of 25 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 6%
- 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.
Webchat Customer Support Agent in Manchester employer: AJ Bell
AJ Bell is an exceptional employer located in Manchester, offering a supportive and collaborative work culture that prioritises employee well-being and growth. With competitive salaries, generous holiday allowances, and tailored learning opportunities, employees are encouraged to thrive both personally and professionally. The company’s commitment to inclusivity and its recognition as one of the UK’s Best 100 Companies to Work For make it an attractive place for those seeking meaningful and rewarding employment in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Webchat Customer Support Agent in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AJ Bell. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AJ Bell before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Webchat Customer Support Agent in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AJ Bell:Your cover letter is your chance to shine! Tell us why you want to work at AJ Bell specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AJ Bell!
How to prepare for a job interview at AJ Bell
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
