Telephone Support Agent

AJ Bell; Manchester; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days holiday

6% Pension match

Discretionary bonus

Share schemes

Health Cash Plan

Free onsite gym

Travel & bike loan

Employee Assistance Programme

Job summary

AJ Bell is seeking customer-focused telephone support agents to deliver award-winning service. You will handle inbound calls, emails and secure messages, while following SLAs and compliance policies. No prior financial services experience is required as full training is provided.

You’ll join a growing team with structured induction, hybrid working, and opportunities for career progression within AJ Bell.

Qualifications

• Minimum of 5 GCSEs grades 9-4 (A*-C), including Maths and English.
• Excellent customer service skills with a polite and professional telephone manner.
• Strong communication skills, both written and verbal.
• Competent with Microsoft Word, Excel and Outlook.
• Ability to work under pressure and meet deadlines.
• Patience and empathy when supporting customers who may need extra help.
• Previous contact centre or financial services experience is not essential; full training provided.

Responsibilities

• Handle inbound calls and respond to emails for AJ Bell and Investcentre customers.
• Use a secure messaging system and ensure interactions align with SLAs and compliance policies.
• Participate in a fast-paced client services environment with training and support.
• Opportunity for career development and progression within AJ Bell.

Skills

Customer service

Communication skills

MS Office

Working under pressure

Patience & empathy

Telephone manner

Education

GCSEs including Maths & English

Tools

Microsoft Word

Excel

Outlook

Job description

Job Description

We’re looking to recruit hardworking, customer-centric individuals to join our telephone support teams, where you will play a key role in providing our award-winning service to our customers.

If you enjoy working with people and have experience in customer service, hospitality, retail, administration, or simply have a natural ability to help others, this could be the role for you. You don’t need previous financial services experience, or any specific background, as we provide full training and ongoing support to help you succeed.

At AJ Bell, we believe investing should feel good, and our customer support teams play a vital role in making that happen every day.

We have big growth plans with multiple opportunities available. Inductions will take place for these roles on a 3-weekly basis.

What does the job involve?

Our telephone support agents are the first point of contact for AJ Bell and Investcentre customers, helping to answer questions and resolve queries across our award-winning product range. You’ll handle inbound calls, respond to emails, and use a secure messaging system, ensuring all interactions are managed in line with service level agreements and compliance policies. This is a fast-paced client services environment where you will receive full training and ongoing support to build your knowledge, confidence and capability in the role. Career development is an important part of life at AJ Bell, and when the time is right, we’ll support you to take the next step. We also offer paid study support for professional qualifications.

Knowledge & Experience

• You will have a minimum of 5 GCSEs grades 9-4 (A*-C) or equivalent, including Maths and English.
• Excellent customer service skills with a polite and professional telephone manner.
• Strong communication skills, both written and verbal.
• Competent with Microsoft Word, Excel and Outlook.
• Ability to work under pressure and meet deadlines.
• Patience and empathy when supporting customers who may need extra help.
• Previous contact centre or financial services experience is not essential, we provide full training to help you succeed.

This is a 40-hour per week role on a rota basis, Monday to Saturday between 8am–9pm. You’ll work 1 in 3 Saturdays (10am–2pm) and occasional bank holidays when the US market is open.

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 723,000 customers trust us to manage more than £108.7 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 of £27,100 (can be higher dependent on previous financial services 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

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 3-4 days 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.

Inclusion & diversity

We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.

Agency information

This vacancy is being managed exclusively by our in-house Recruitment team. We are not partnering with recruitment agencies on this opportunity and will only accept applications submitted directly by candidates.