Customer Services Team Leader

We are pleased to announce a new vacancy within the AJ Bell InvestCentre Adviser Support Team for a Team Leader. This is an exciting opportunity for an ambitious individual who is looking to develop their career further in the financial services.The purpose of the role is to work on the forefront of the AJBell InvestCentre platform, ensuring we provide a first-class service to our advisers and clients. Managing a team of agents, you will be responsible for the workload, development, and performance of the team, and most importantly, delivering excellent customer service.By mentoring and coaching your team to ensure excellence and good customer outcomes, you will be an integral part of a key team within this organisation. Focusing on service level delivery across multiple channels you will drive our service forward. You will have the confidence to discuss client’s accounts with their financial advisers and resolve any complaints that may arise when escalated.The key responsibilities of the role are as follows:Manage inbound telephony/written contact for AJ Bell InvestCentre Adviser Support Team.Be the escalation point for the team, actively liaising with all necessary departments to resolve customer & adviser queries/disputes.Manage and continually develop both new and existing staff to ensure consistent quality of customer service.Hold 121 meetings and regular team meetings to deliver updates and key messages to the team.Ensure all correspondence is answered within agreed OPIs and is aligned to the AJ Bell corporate identity/tone of voice.Ensure that monthly MI is produced accurately and on time.Ensure that complaints and breaches are accurately recorded and reported according to the AJ Bell complaint and breaches process.Co-operate with all other teams across the business to enable efficient operating processes and a positive customer experience.Ensure all web, system and process issues identified are logged and monitored for resolution.Responsible for ensuring that the regular tasks associated with the team are carried out and recorded.We are looking for candidates with:Customer serviceexperience as a Senior or Team Leader gained within financial servicesGood organisational skillsExcellent communication skills both written and verbalThe ability to build positive relationshipsStrong attention to detail and ability to work to tight deadlinesExcellent IT skills including Word, Excel and OutlookPositive and confident attitude.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 491,000 customers using our award-winning platform propositions to manage assets totalling more than £76.1 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 1200 employees and have been named one of the UK's ‘Best 100 Companies to Work For’ forfive consecutive years.There are opportunities for growth and professional development for employees wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.There is an active programme of social events throughout the year, which are open to all employees.In return for your hard work you will be entitled to:Generous holiday allowance of 26days, increasing up to 31days with service, plus bank holidaysCasual dress codeDiscretionary bi-annual bonusContributory pension schemeBuy as you earn share schemeEnhanced maternity/paternity scheme from day oneBike loanSeason ticket loan portalDiscounted PMI and DentalOn-site gym and personal trainer led classesFree social events and moreAJ 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.*For internal candidates the closing date for applications is Friday 29 September*
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