Complaints Coordinator

**Job Description**:
Key responsibilities:

- Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLA's.
- 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 complaints register and reviewing entries of the FTR register.
- Producing monthly MI for senior management.
- Preparing documents for submission to the POS and FOS in relation to any complaints referred.
- Assisting 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 and dealing services is desirable but not essential.

**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 449,000 customers using our award-winning platform propositions to manage assets totalling more than £71.5 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 1100 employees and have been named one of the Sunday Times ‘100 Best Companies to Work For’ for five 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.

**What we offer**:

- Competitive starting salary
- Generous holiday allowance increasing up to 30 days with service, plus bank holidays
- Holiday buy/sell scheme
- Hybrid working policy
- Casual dress code
- Discretionary 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

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.