Webchat Customer Support Agent

Job Description

Help people feel good investing.

At AJ Bell, we believe investing should feel good. And that starts with great customer service.

When customers get in touch, they want to feel listened to, supported and confident that they're in good hands. As part of our Customer Support team, you'll play an important role in making that happen, helping customers get the answers they need and making their experience with AJ Bell a positive one.

We're looking for people who enjoy helping others, communicate with care and take pride in delivering great service. Whether your experience comes from retail, hospitality, administration or another customer-facing role, we'd love to hear from you.

You don't need previous financial services experience. We'll give you the training, support and knowledge you need to build your confidence and succeed.

With our business continuing to grow, we have multiple opportunities to join the team, with new starters joining every three weeks.

What does the job involve?

Our webchat support agents are the first point of contact for AJ Bell and Dodl customers, helping to answer questions and resolve queries across our award-winning product range.

You’ll handle webchats, inbound calls, respond to emails, and use a secure messaging system, ensuring all interactions are managed in line with service level agreements and compliance policies.

It's a fast-paced environment where no two customer conversations are quite the same. You'll have the support of your colleagues and managers as you develop your skills and grow in confidence.

Knowledge & Experience

You don't need to arrive with all the answers. What matters most is your attitude, your willingness to learn and your genuine desire to help people.

You will have a minimum of 5 GCSEs grades 9-4 (A\-C) or equivalent, including Maths and English.

Excellent customer service skills with a polite and professional telephone manner.

Strong communication skills, both written and verbal.

Competent with Microsoft Word, Excel and Outlook.

Ability to work under pressure and meet deadlines.

Patience and empathy when supporting customers who may need extra help.

Previous contact centre or financial services experience isn't essential. If you've worked in retail, hospitality, administration or another role where looking after people was important, the skills you've developed could be a great fit.

Your development at AJ Bell

Joining AJ Bell is an opportunity to build more than customer service experience. It's a chance to develop your knowledge, grow your confidence and explore where a career with us could take you.

We'll provide full training when you join, alongside ongoing coaching and support to help you succeed in your role.

As you develop, we'll help you explore opportunities to take the next step in your career. We also offer paid study support for professional qualifications, helping you build your knowledge and work towards your longer-term ambitions.

The role

This is a 40-hour-per-week role on a rota basis, Monday to Saturday between 8am and 9pm.

You'll work one in three Saturdays, from 10am to 2pm, and occasional bank holidays when the US market is open.

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 want to make investing simple and accessible, whether someone is opening their first ISA, saving for retirement or managing their investments with the help of a financial adviser.

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.

Every conversation, question and interaction is an opportunity to help our customers feel confident about their investments and the service they receive. Our Customer Support teams are a big part of making that possible.

We're proud to be recognised as a Great Place to Work for the past two years, building on six consecutive years as one of the UK's Best 100 Companies to Work For. It's recognition we're proud of and a reflection of the supportive and collaborative culture we strive to create for our people.

What we offer

Starting salary of £27,642 (can be higher dependent on previous financial services experience)

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.