Job Description
A new and exciting opportunity has arisen to join the Customer Excellence team!
This role is dedicated to ensuring exceptional consumer outcomes by proactively engaging with customers through outbound calls, gathering valuable feedback, and providing insightful reports to management and the Product team for continuous improvement. The position also involves managing various customer feedback channels and supporting other teams as needed.
The key responsibilities of the role are as follows:
- Conduct outbound calls to customers to ensure positive consumer experiences.
- Collect and analyse customer feedback, presenting findings to management and the Product team for strategic enhancements.
- Prepare and deliver presentations on Vulnerable Customer MI and Happy Customer data.
- Oversee Trustpilot reviews, including reaching out to customers who leave 1-4* reviews for further feedback.
- Motivate CST, DST, and webchat teams to share links and develop new incentives and initiatives.
- Provide exceptional service to our VIP customers
- Provide support to CST and DST teams with their queues when necessary.
What you'll need:
- You’ll have a passion for customer service and to drive to succeed.
- You must be a team player and willing to work at pace but with accuracy.
- You will have a minimum of 5 GCSE's grades 9-4 (A*-C) or equivalent including Maths and 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
This role is 40 hours per week with varied shift patterns on a rota basis, covering opening times; Monday to Friday 8am till 9pm, and to include some bank holidays.
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 620,000 customers using our award-winning platform propositions to manage assets totalling more than £96.1 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®.
At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.
What we offer:
- Starting salary at £28,100 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.
