Customer Relations Team Leader

Due to growth, we have an exciting opportunity for a Customer Relations Team Leader to join our Customer Services Department.

The Team Leader will be the supervisor for a team of Customer Relations Coordinators. They will be responsible for ensuring that all complaints, subject to FCA and internal business requirements, are handled appropriately and will lead by example by engaging and supporting their team of Customer Relations Coordinators.

They will ensure their coordinators are motivated, productive, and trained to a high standard. They will address any issues which arise within the team. The team leader role will be responsible for ensuring the team’s work is completed in line with procedures and service level agreements, as well as regulatory rules. The Team Leader will be accountable for the overall performance of their team and ensure the team delivers on its set objectives.

This is a great opportunity for either someone with existing team leader experience who wants to develop themselves further in their role and step out of their comfort zone, or someone who has developed themselves to the point they are ready to make that step into a team leader role.

• Leading by example, engaging and supporting the team of Customer Relations Coordinators.
• Managing the workload of the team, ensuring all complaints are recorded, acknowledged, and responded to in line with FCA DISP requirements.
• Ensuring the accuracy of the work completed by the team.
• Monitoring the performance of individuals and providing constructive feedback to improve performance where appropriate, including completing performance reviews and ensuring PDPs are in place.
• Maintaining high levels of customer service.
• Maintaining records of work completed by the team and providing regular reports to the Manager.
• Working as a mentor and coach to assist and develop team members, offering guidance on specific procedures and processes, as well as ensuring training of new starters.
• Assisting as a technical guide to help colleagues with complex or difficult situations.
• Ensuring complaint records are kept up to date.
• Ensuring that all compliance policies are adhered to, including AML, Clear Desk, and &V.
• Organising the rota for hybrid working and ensuring compliance with the hybrid working policy.
• Checking payments made as part of complaints procedure.
• Identifying breaches and errors, feeding this back to the business.
• Assisting the second Customer Relations Team Leader in supporting both teams.
• Assisting the Customer Relations Manager in any other areas as required.

• Experience with responding to complaints.
• Financial administration experience including but not limited to SIPPs, ISAs and GIAs.
• High level of Planning, organisation and time management.
• Strong written and verbal communication skills, to both internal and external customers.
• Ability to motivate the team.
• Proficiency with Microsoft Office programs, specifically Word and Excel.
• Enthusiastic and inquisitive with a ‘can do’ attitude.
• Ability to take responsibility for own workload and challenge the status quo where needed.
• Understanding of the Financial Ombudsman Service

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 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 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…