Webchat Support Agent

AJ Bell; Salford; Hybrid; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Starting salary £27,100

25 days holiday

6% Pension with matched contributions

Discretionary bonus scheme

Share schemes

Health Cash Plan

Free onsite gym

Enhanced family leave

Travel and bike loan schemes

Employee Assistance Programme

Hybrid working model

Job summary

AJ Bell is seeking a webchat support agent in Salford to be the first point of contact for AJ Bell and Dodl customers, handling webchats, calls and emails with a polite, professional manner.

You will work in a fast-paced environment with full training and ongoing support, plus opportunities for career development and paid study support, within a hybrid office model.

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, we provide full training to help you succeed.

Responsibilities

• Handle webchats, inbound calls, respond to emails, and use a secure messaging system.
• Ensure all interactions are managed in line with SLAs and compliance policies.
• Work in a fast-paced client services environment with training and support.

Skills

Customer service

Communication

Work under pressure

Empathy

Time management

Education

GCSEs including Maths & English

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

What does the job involve?

Our webchat support agents are the first point of contact for AJ Bell and Dodl customers, helping to answer questions and resolve queries across our award-winning product range.

You’ll handle webchats, 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.

At AJ Bell, you’ll find a friendly, supportive working environment with a strong sense of teamwork and pride in what we do, reflected in our guiding principles.

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 of £27,100 (can be higher dependent on previous financial services experience)
• 25days 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.