customer relations coordinator

Aj Bell; Manchester; Hybrid; GBP 29,000; Full time

Job summary

A leading investment platform company in Manchester is seeking a Customer Relations Coordinator to ensure fairness in complaints handling. The successful candidate will manage complaints according to FCA requirements, maintain detailed records, and produce formal responses. Strong customer focus, excellent letter writing skills, and a background in financial services are essential. This full-time role offers a competitive salary and a hybrid working model.

Benefits

Starting salary of £28,840

25–31 days of holiday

Pension scheme with matched contributions

Discretionary bonus scheme

Health Cash Plan

Discounted private healthcare

Free on-site gym

Employee Assistance Programme

Qualifications

• Previous experience in a complaints-based role.
• Significant experience in financial services administration.
• Exceptional customer focus and passion for achieving the right outcomes.
• Excellent letter writing skills.
• Exceptional interpersonal skills.
• Meticulous attention to detail.
• Strong knowledge of the financial services industry.

Responsibilities

• Record complaints according to FCA requirements.
• Acknowledge complaints promptly.
• Undertake investigations for formal responses.
• Issuing final response letters within timeframes.
• Maintain detailed records of investigations.

Skills

Customer focus

Excellent letter writing

Interpersonal skills

Attention to detail

Knowledge of FCA requirements

Job description

Due to growth 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.

Responsibilities

• Recording all complaints subject to FCA Dispute Resolution: Complaints Sourcebook requirements accurately.
• Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLAs.
• 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
• Assisting the Customer Relations Manager in any other areas as required.

Qualifications

• Previous experience in an informal and 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 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.
• Strong knowledge of the financial services industry.
• Knowledge of pension administration ISAs is desirable but not essential.
• A background in dealing was of strong benefit but is not essential.

For internal applications the closing date will be 14 November, Corporate Risk Management, Electronics, Infection Control, Bakery, ELV, Accident Investigation Department / Functional Area: Administration Experience: years.

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 644000 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 1500 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.

Benefits

• Starting salary of 28840
• Starting holiday entitlement of 25 days increasing up to 31 days with length of service and 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. Thats why we offer a hybrid working model where youll spend 50% 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.

Remote Work : No Employment Type : Full‑time