Webchat Customer Support Agent

7 months ago

Manchester, United Kingdom AJ Bell Full time

**Job Description**:
We are now looking to recruit hard working, articulate individuals to join our Webchat Customer Support team. The team will play a key role in providing our award-winning service to our customers. For those who show the right attitude, there are excellent career development opportunities available.

The purpose of the role is to provide live chat support for customers across the app-only product. Working in our Manchester office, based at Exchange Quay, day to day responsibilities for this all new team will include resolving customer queries via an impressive new live chat service, directing customer requests, working efficiently with our internal systems and maintaining accurate records on our databases.

**What does the job involve?**
- Answering customer queries through Intercom
- Accurately logging customer feedback and service improvements
- To help improve Trustpilot scores and responses.
- Referring cases onto operational teams and updating customers on progress
- Checking daily investment requests
- Investigating all investment failures and informing individual customers of these failures
- Assisting managers with ad hoc tasks
- Identifying vulnerable customers and referring to relevant SME

**Competence, Knowledge & Experience**:

- You will have a minimum of 5 GCSE's grades A*-C (or equivalent) including Maths and English
- Great work ethic and conscientious and a positive, can do attitude
- Excellent organisation and time management skills
- Strong interpersonal skills
- Ability and commitment to deliver excellent customer service skills
- Strong communication skills, both written and verbal.
- Competent IT skills, including Word, Excel and Outlook.
- Ability to work to deadlines and under pressure, at times unsupervised
- Experience of financial services, or a keen interest in it, is desirable

This role is 40 hours per week with varied shift patterns on a rota basis, covering opening times; Monday to Friday 8am till 9pm, 1 in 4 Saturday's and some bank holidays across the year.

**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.

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.

In return we will provide all the training and support you need in order to develop within your role.

**What we offer**:

- £24,000 - £25,000 (Depending on experience)
- 25 days holiday increasing up to 31 days with service, plus bank holidays
- Holiday buy/sell scheme
- Hybrid working policy
- Casual dress code
- Discretionary bi-annual bonus
- Contributory pension scheme
- Buy as you earn share scheme
- Free shares scheme
- Paid study support for qualifications
- Enhanced maternity/paternity scheme from day one
- Bike loan
- Season ticket loan portal
- Discounted PMI and Dental
- On-site gym and personal trainer led classes
- Paid volunteering opportunities
- Free social events and more

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