Complaints Coordinator

AJ Bell; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

6% Pension with matched contributions

Discretionary bonus scheme

Share schemes

Health Cash Plan

Private healthcare discount

Free onsite gym

Travel and bike loan

Employee Assistance Programme

Job summary

AJ Bell is seeking a customer relations coordinator to join the customer services team. The role ensures fair handling of complaints under FCA rules, producing formal responses and maintaining thorough records. You will work with other departments, supporting the Customer Relations Manager in related tasks.

The position offers hybrid working with at least 50% office time and a starting salary of £28,840, along with a benefits package including a pension, bonus scheme and health options.

Qualifications

• Experience in complaints-based roles, financial services preferred.
• Knowledge of FCA complaints handling requirements.
• Strong written communication and audit trail maintenance.

Responsibilities

• Handle complaints according to FCA Dispute Resolution requirements.
• Acknowledge complaints promptly and follow internal SLA's.
• Investigate and produce formal responses for each complaint.
• Issue final response letters within FCA and internal timeframes.
• Maintain detailed records of investigations and sign-offs.
• Follow up on compensation payments and keep admin records.
• Maintain Complaints Management System data and liaise with other departments.
• Assist Customer Relations Manager as required.

Skills

Customer focus

Complaint handling

FCA knowledge

Attention to detail

Record keeping

Communication skills

Inter personal skills

Job 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

• Starting salary £28,840 (depending on experience)
• 25 days 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 be 04 September.