Complaints Coordinator

Due to growth we are now recruiting for a customer relations coordinator to join our customer services department. The main purpose of the role is to ensure that we treat all complainants fairly by ensuring that all complaints that are subject to FCA and internal business requirements are handled appropriately. Key responsibilities:Recording all complaints subject to FCA Dispute Resolution: Complaints Sourcebook requirements accurately.Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLAs.Undertaking investigative work in order to produce a formal response to each complaint.Issuing final response letters in relation to each complaint within internal and FCA timeframes ensuring they are detailed and clear.Ensuring that full detailed records are maintained in relation to the complaint investigation and sign off on response and any compensation.Ensuring that payment arrangements in relation to any compensation or ex gratia payment are followed up and that payment is made.Maintaining the information on the Complaints Management SystemAssisting the Customer Relations Manager in any other areas as required.Competence knowledge and skills:Previous experience in an informal and formal complaints based role.Significant experience of working in a financial services administration role.Exceptional customer focus and passion for achieving the right outcomes for our customers.Excellent letter writing skills.Exceptional inter personal skills in dealing with customers advisers and internal departments.Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times.Knowledge of FCA requirements for complaints handling.Strong knowledge of the financial services industry.Knowledge of pension administration ISAs  is desirable but not essential.A background in dealing would be of strong benefit but is not essential.For internal applications the closing date will be 14 November 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 644000 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 1500 employees and have been named one of the UKs 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 28840Starting holiday entitlement of 25 days increasing up to 31 days with length of service and a holiday buy and sell schemeA choice of pension schemes with matched contributions up to 6%Discretionary bonus schemeAnnual free share awards schemeBuy As You Earn (BAYE) SchemeHealth Cash Plan provided by SimplyHealthDiscounted private healthcare scheme and dental planFree on-site gym providing a wide range of free classesEmployee Assistance ProgrammeBike loan schemeSick pay pledgeEnhanced maternity paternity and shared parental leaveDiscounted nursery fees at Kids Planet on Exchange QuayLoans for travel season ticketsDeath in service schemePaid time off for volunteer workCharitable giving opportunities through salary sacrificeCalendar of social events including monthly payday drinks annual Christmas party summer party and much moreParking at Exchange Quay (Subject to availability)Personal development programmes built around you and your career goals including access to personal skills workshopsOngoing technical trainingProfessional qualification supportTalent development programmesPeer recognition scheme with rewards including restaurant and shopping vouchers or time offMonthly leadership breakfasts and lunchesCasual dress codeAccess to a range of benefits from our sponsorship dealsHybrid working:At AJ Bell our people are the heart of our culture. We believe in building strong connections by working together. Thats why we offer a hybrid working model where youll spend 50% 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 wed love to speak to you.Remote Work : NoEmployment Type : Full-time Key Skills Corporate Risk Management,Electronics,Infection Control,Bakery,ELV,Accident Investigation Department / Functional Area: Administration Experience: years Vacancy: 1