Job Description

This role is dedicated to ensuring exceptional consumer outcomes by proactively engaging with customers through outbound calls, gathering valuable feedback, and providing insightful reports to management and the Product team for continuous improvement. The position also involves managing various customer feedback channels and supporting other teams as needed.

The Customer Excellence Administrator plays a key role in supporting the delivery of outstanding consumer outcomes through proactive customer engagement. The role involves making outbound calls to gather valuable feedback, identifying themes and opportunities, and sharing insights with management and the Product team to support continuous improvement. It also includes managing feedback across various customer channels and providing support to other teams, contributing to a consistent and high-quality customer experience across the business.

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.

Knowledge & Skills

• A genuine interest in investing, trading, or financial markets, experience is helpful but not essential
• Minimum of 5 GCSEs grades 9–4 (A*–C or equivalent), including Maths and English
• 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.

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 in 2025 and 2026, 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.