At a Glance
- Tasks: Handle customer complaints and ensure fair treatment in line with FCA requirements.
- Company: Join AJ Bell, a leading investment platform known for its supportive culture.
- Benefits: Starting salary of £28,840, 25 days holiday, and health cash plan.
- Other info: Enjoy hybrid working, regular social events, and tailored development opportunities.
- Why this job: Make a real difference by helping customers resolve their issues effectively.
- Qualifications: Experience in complaints handling and strong customer focus required.
The predicted salary is between 28840 - 28840 £ per year.
We are now recruiting for a customer relations coordinatorto join our customer services department.
Themain purpose of the role isto ensure that we treat all complainantsfairly, by ensuring that all complaints that are subject to FCA and internal business requirements are handled appropriately.
Key responsibilities
- Handling all complaints accurately, subject to FCA Dispute Resolution: Complaints Sourcebook requirements.
- 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.
- Maintaining the information on the Complaints Management System
- Liaising with other departments in the company regarding feedback and improvements from complaints.
- Assisting the Customer Relations Manager in any other areas as required.
Competence, knowledge and skills
- Previous experience in an informal and/or 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.
- Exceptional inter personal skills in dealing with customers, advisers and internal departments.
- Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times.
- Knowledge of FCA requirements for complaints handling.
- Strong knowledge of the financial services industry.
- Knowledge of pension administration, ISAs is desirable but not essential.
- A background in dealing would be of strong benefit, but is not essential.
- About AJ Bell
At AJ Bell, we believe investing should feel good.
Whether you're looking for an ISA, pension or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life.
We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.
- Today, over
- 762,000 customers trust us to manage more than
£121.5 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
- Starting salary £28,840 (depending on experience)
- 25days holiday, increasing with service + buy/sell scheme + bank holidays
- 6% 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
- Life at AJ Bell
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
- Our ways of working
We offer hybrid working, with a minimum of 50% 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 & diversity
We’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.
Additional Information
For internal applications the closing date will 04 September.
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Complaints Coordinator in Salford employer: Aj Bell
AJ Bell is an excellent employer, offering a vibrant work culture that fosters collaboration and innovation in the heart of London. With a strong focus on employee growth, we provide opportunities for professional development and a hybrid working model that promotes work-life balance, making it an ideal place for those looking to make a meaningful impact in the field of data strategy.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Coordinator in Salford
✨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 Complaints Coordinator in Salford
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.
