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- Tasks: Provide top-notch customer service via phone and email, resolving queries efficiently.
- Company: Join AJ Bell, a fast-growing investment platform with a friendly team culture.
- Benefits: Enjoy competitive salary, generous holiday, hybrid working, and professional development support.
- Other info: Great career progression opportunities and a vibrant work environment await you!
- Why this job: Be part of an award-winning team making a real difference in customers' financial journeys.
- Qualifications: GCSEs in Maths and English, strong communication skills, and a passion for helping others.
The predicted salary is between 23000 - 30000 £ per year.
Calling all customer service professionals! We’re looking to recruit hardworking, articulate individuals to join our telephone support teams where you will play a key role in providing our award-winning service to our customers. For hardworking individuals, there are excellent career development opportunities available. We have big growth plans with multiple opportunities available. Inductions will take place for these roles fortnightly.
What does the job involve?
Our telephone support agents answer questions and resolve queries at the initial point of contact from AJ Bell & Investcentre customers across our award-winning product range. You’ll be taking inbound calls, responding to incoming emails, and using a secure messaging system, with all aspects of the work carried out in line with service level agreements and our compliance policies. We’re recognised for our great customer service and this role is pivotal in dealing with, and answering, a variety of queries in a timely and professional manner. This represents an excellent opportunity to work in a fast-paced client services department with on-going support to enhance your knowledge and experience. Career progression is something we pride ourselves on here at AJ Bell, and when you are ready, we will help you take your career to the next stage. We also offer paid study support for professional qualifications.
Knowledge & Experience
- Five GCSEs grades A*-C (or equivalent), including Maths & English
- The ability to demonstrate excellent customer service skills
- A polite and professional telephone manner
- Strong communication skills, both written and verbal
- Competent with Microsoft Word, Excel and Outlook
- Ability to work under pressure and meet deadlines
- Patience and empathy with customers who may need extra support
- Previous experience in a call/contact centre role is desirable but not essential
- Previous financial services exposure is desirable but not essential
This position is 40 hours a week, on a rota'd basis between Monday to Saturday 8am-9pm, 1 in 3 Saturdays and bank holidays when the American market is open. In return we will provide all the training and support you need in order to develop within your role. There are opportunities for growth and professional development for members wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.
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. Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company. Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's Best 100 Companies to Work For for six consecutive years and in 2025 named a Great Place to Work®.
What we offer
- Starting salary £27,100 per annum (Depending on previous experience)
- Starting holiday entitlement of 25 days, increasing up to 31 days with length of service plus 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.
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.
Telephone Support Agent employer: Aj Bell
Contact Detail:
Aj Bell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephone Support Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on AJ Bell. Understand their values, products, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling calls and queries during the interview process.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and listen actively. Remember, as a Telephone Support Agent, your ability to communicate effectively is key to providing that award-winning service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Telephone Support Agent
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've handled queries and provided support in the past, so share specific examples that showcase your skills!
Keep It Professional and Polite: Since you'll be dealing with customers over the phone, it's crucial to demonstrate a polite and professional tone in your written application. Use clear language and avoid slang to make a great first impression.
Tailor Your Application: Take a moment to tailor your application to the role of Telephone Support Agent. Mention relevant experiences and skills that align with the job description, showing us why you're the perfect fit for our team!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly, and you can easily keep track of your application status!
How to prepare for a job interview at Aj Bell
✨Know the Company Inside Out
Before your interview, take some time to research AJ Bell. Understand their services, values, and recent news. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Practice Your Customer Service Skills
Since the role is all about providing excellent customer service, think of examples from your past experiences where you’ve successfully handled customer queries. Practising these scenarios can help you articulate your skills during the interview.
✨Prepare for Common Questions
Anticipate questions like 'How do you handle difficult customers?' or 'Can you give an example of a time you went above and beyond for a customer?'. Prepare concise and relevant answers that highlight your communication skills and empathy.
✨Dress the Part and Be Punctual
Even if the company has a casual dress code, it’s best to dress smartly for your interview. Also, make sure to arrive on time. Being punctual shows respect for the interviewer's time and sets a positive tone for the meeting.