Webchat Customer Support Agent

AJ Bell Management Limited; Manchester; On-site; GBP 26,000 - 31,000; Full time

Job summary

AJ Bell, a leading investment platform in the UK, seeks articulate individuals for their Webchat Customer Support team. This role involves providing live chat assistance to customers, addressing queries, and ensuring exceptional service. With a strong focus on career development, the organization offers extensive training and a welcoming workplace culture.

Benefits

25 days holiday increasing to 31

Pension scheme with matched contributions up to 6%

Discretionary bonus scheme

Health Cash Plan

Access to discounted private healthcare and dental plan

Free on-site gym

Personal development programs

Flexible working model

Qualifications

• Minimum 5 GCSE's including Maths and English required.
• Strong communication skills, both written and verbal.
• Experience in financial services or keen interest desirable.

Responsibilities

• Providing live chat support for customers across the app-only product.
• Resolving customer queries via Intercom and directing requests appropriately.
• Maintaining accurate records on databases.

Skills

Customer Service

Communication

Organisation

Interpersonal Skills

Education

Minimum 5 GCSE's grades A*-C (or equivalent)

Tools

Intercom

Word

Excel

Outlook

Job description

We are now looking to recruit hard working, articulate individuals to join our Webchat Customer Support team. The team will play a key role in providing our award-winning service to our customers. For those who show the right attitude, there are excellent career development opportunities available.

The purpose of the role is to provide live chat support for customers across the app-only product. Working in our Manchester office, based at Exchange Quay, day to day responsibilities for this all new team will include resolving customer queries via an impressive new live chat service, directing customer requests, working efficiently with our internal systems and maintaining accurate records on our databases.

What does the job involve?

• Answering customer queries through Intercom
• Monitoring and replying to emails in good time
• Accurately logging customer feedback and service improvements
• To help improve Trustpilot scores and responses.
• Referring cases onto operational teams and updating customers on progress
• Checking daily investment requests
• Investigating all investment failures and informing individual customers of these failures
• Assisting managers with ad hoc tasks
• Identifying vulnerable customers and referring to relevant SME

What we're looking for:

• You will have a minimum of 5 GCSE's grades A*-C (or equivalent) including Maths and English
• Great work ethic and conscientious and a positive, can do attitude
• Excellent organisation and time management skills
• Strong interpersonal skills
• Ability and commitment to deliver excellent customer service skills
• Strong communication skills, both written and verbal.
• Competent IT skills, including Word, Excel and Outlook.
• Ability to work to deadlines and under pressure, at times unsupervised
• Experience of financial services, or a keen interest in it, is desirable

Thisrole is 40hours per week with varied shift patterns on a rota basis, covering opening times; Monday to Friday 8am till 9pm, 1 in 4 Saturday's andsome bank holidays across the year.

About us:

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 593,000 customers using our award-winning platform propositions to manage assets totalling more than £90.4 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 1,500 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.

Our perks and benefits:

• Starting salary of £26,368
• 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
• Freeon-site gym providing a wide range of free classes
• Employee Assistance Programme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Discounted nursery fees at Kids Planet on Exchange Quay
• Loans for travel season tickets
• 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
• 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

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.

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.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.