FCA-Compliant Complaints Coordinator

AJ Bell Management Limited; Manchester; Hybrid; 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

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.