Customer Excellence Administrator

Job Description

Help us make investing feel good.

At AJ Bell, we believe investing should feel good. And for us, that starts with something fundamental: trust.

Our customers trust us with their money, their investments and their financial futures. So every interaction matters. They need to know they’re in safe hands, that we’ll listen when they speak, and that we’ll always look for ways to make their experience better.

As a Customer Excellence Administrator, you’ll play an important part in making that happen.

You’ll be the voice of our customers within the business; speaking to them, listening to their experiences, understanding what’s working and what could be better, and making sure their feedback leads to meaningful action.

Whether you’re picking up the phone to hear directly from a customer, spotting a trend in feedback, supporting a VIP customer or sharing insights with our Product team, you’ll help us deliver the trusted, secure and high-quality service that our customers expect from AJ Bell.

It’s a role for someone who genuinely cares about people and takes pride in doing things well.

What does the job involve?

• Conduct outbound calls to customers to gather feedback and ensure positive consumer experiences.
• Collect, analyse and report on customer feedback, identifying key themes and presenting actionable insights to management and the Product team to inform strategic enhancements.
• Prepare and deliver presentations on Vulnerable Customer MI and Happy Customer data, highlighting trends and recommendations
• Monitor Trustpilot reviews, proactively engaging with customers who leave ratings of 4 stars and below to gain further feedback and identify opportunities to enhance their experience.
• Champion a customer feedback culture by encouraging CST, DST, and webchat teams to share links, developing incentives and initiatives to increase participation.
• Provide exceptional service to our VIP customers.
• Provide support to telephone support teams with their queues when necessary.

What you'll bring

We’re looking for someone who genuinely cares about delivering a great customer experience and understands that excellent service is about more than simply answering a question.

• A genuine interest in investing, trading, or financial markets. You don't need to be an expert, curiosity and a willingness to learn are what matter most.
• Demonstrable experience of delivering excellent customer service with a genuine commitment to positive consumer outcomes.
• Strong verbal and written communication skills, with the ability to engage confidently and professionally with a range of stakeholders and customers.
• Proficient IT skills, including Word, Excel and Outlook
• Exceptional interpersonal skills, with the ability to build rapport and manage customer interactions sensitively and effectively.
• Strong organisational and time management skills, with the ability to prioritise workload effectively.
• Ability to work independently and collaboratively within a team.
• Previous experience in customer service or customer facing role is advantageous.
• Minimum of 5 GCSEs grades 9–4 (A*–C or equivalent), including Maths and English

This role is 40 hours per week with varied shift patterns on a rota basis, covering Monday to Friday 8am–9pm, and includes some bank holidays.

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® for the past two years, a reflection of our supportive and collaborative culture.

What we offer

• Starting salary of £28,662 
• 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.