Complaints Coordinator

AJ Bell Management Limited; Manchester; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

6% Pension with matched contributions

Discretionary bonus

Share schemes

Health Cash Plan

Free onsite gym

Enhanced family leave

Travel and bike loan

Employee Assistance Programme

Job summary

AJ Bell is recruiting for a customer relations coordinator to join our customer services team in the UK. The role focuses on fair handling of complaints under FCA rules and internal requirements and includes investigation, formal responses, and accurate record keeping.

The successful candidate will manage complaint investigations, acknowledge complaints promptly, operate within defined timeframes, and coordinate with other departments to drive improvements.

Qualifications

• Previous experience in an informal and/or formal complaints-based role.
• Significant experience in a financial services administration role.
• Exceptional customer focus and passion for achieving the right outcomes for our customers.
• Exceptional interpersonal 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.
• Knowledge of pension administration and ISAs; desirable but not essential.
• A background in dealing would be of strong benefit, but is not essential.

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 within internal and FCA timeframes and ensuring they are detailed and clear.
• Maintaining full, detailed records relating to complaint investigations and sign-off on responses and any compensation.
• Following up and making payments for compensation or ex gratia payments.
• Maintaining the Complaints Management System records.
• Liaising with other departments regarding feedback and improvements from complaints.
• Assisting the Customer Relations Manager in other areas as required.

Skills

Customer focus

Interpersonal skills

Attention to detail

FCA knowledge

Financial services

Complaint handling

Record keeping

Team collaboration

Tools

Complaints system

Job description

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 of50% of your working time per monthspent 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.

For internal applications the closing date will04 September.