Complaints Coordinator

Aj Bell

Greater Manchester

Hybrid

GBP 26,000 - 32,000

Full time

8 days ago

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Benefits offered by this job

Starting salary and benefits

Pension with matched contributions

Discretionary bonus scheme

Share schemes

Health Cash Plan

Discounted private healthcare

Free onsite gym

Enhanced family leave

Travel and bike loan

Employee Assistance Programme

Job summary

AJ Bell is recruiting a Customer Relations Coordinator to join our customer services team. You will ensure fair handling of complaints in line with FCA rules and internal procedures, issuing timely responses and maintaining accurate records.

The role requires experience in financial services administration, excellent letter writing and strong interpersonal skills, with a hybrid working model and a competitive benefits package.

Qualifications

Experience in complaints handling within financial services.
Strong customer focus with drive for right outcomes for customers.
Excellent letter writing and communication skills.
Knowledge of FCA requirements for complaints handling.

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 SLAs.
Undertaking investigative work to produce a formal response to each complaint.
Issuing final response letters in relation to each complaint within internal and FCA timeframes.
Maintaining full, detailed records of complaint investigations and sign-offs on responses and any compensation.
Following up on payment arrangements for compensation or ex gratia payments.
Maintaining information on the Complaints Management System.
Liaising with other departments regarding feedback and improvements from complaints.
Assisting the Customer Relations Manager in other areas as required.

Skills

Customer service

Financial services administration

Letter writing

Interpersonal skills

Attention to detail

FCA knowledge

Pension/ISAs knowledge

Dealing background beneficial

Job description

Company Description

Job Description

We are now recruiting for a customer relations coordinator to join our customer services department. The main purpose of the role is to ensure that we treat all complainants fairly, 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.
Excellent letter writing skills.
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