AJ Bell
Job Description 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: Handling all complaints accurately, subject to FCA Dispute Resolution: Complaints Sourcebook requirements. 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 information on the Complaints Management System Liaising with other departments in the company regarding feedback and improvements from complaints. Assisting the Customer Relations Manager in any other areas as required. Competence, knowledge and skills: Previous experience in an informal and/or 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. 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 £28,840 (depending on 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 We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. For new starters, there's an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity We're committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential. Additional Information For internal applications the closing date will be 04 September.
Job Description 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: Handling all complaints accurately, subject to FCA Dispute Resolution: Complaints Sourcebook requirements. 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 information on the Complaints Management System Liaising with other departments in the company regarding feedback and improvements from complaints. Assisting the Customer Relations Manager in any other areas as required. Competence, knowledge and skills: Previous experience in an informal and/or 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. 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 £28,840 (depending on 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 We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. For new starters, there's an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity We're committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential. Additional Information For internal applications the closing date will be 04 September.
AJ Bell
Job Description Due to continued growth, we are looking for a Senior Conversion Rate Specialist to join our London-based CX and Experimentation team. This is an exciting opportunity to play a key role in accelerating the growth of AJ Bell's direct-to-consumer business by optimising digital customer journeys and improving conversion performance. Working across our digital platforms, you will use data-driven experimentation and conversion rate optimisation techniques to enhance user experience, increase customer engagement, and drive measurable commercial outcomes. What you'll do: Conversion Planning: Develop testing roadmap alongside the Experimentation Manager, ensuring that customer outcomes associated with experimentation are in line with our regulatory obligations. Conversion delivery: Design and execute A/B and multivariate tests according to agreed roadmap to optimise website elements, user journeys and conversion funnels. Conversion Insight: Complete all test analysis, communicating insights to internal stakeholders. Provide regular updates on progress and performance metrics to ensure transparency across the wider business. Experimentation platform expert: Become platform super user, able to independently develop tests and metrics on the platform through to delivery. Website Analytics: Monitor and analyse website and digital performance using web analytics and customer feedback tools including but not limited to Contentsquare, GA4, and GetFeedback. Translate these insights into actionable recommendations, identifying testing opportunities and iterations to inform the test backlog. User Experience Enhancement: Work with UX/UI designers and developers to implement user-friendly design principles and improve the overall digital experience. Cross-functional Collaboration: Collaborate with marketing, product, technology and UX teams to execute testing roadmap. Be the key point of contact with these teams to gather requirements that support and enhance their activity and strategy. Third-party management: Manage the working relationship with third parties to support the experimentation agenda, delivering on agreed tests and analyses. Industry Research and Best Practices: Stay up-to-date with industry trends, emerging technologies, and best practices in conversion optimisation, UX/UI design, and digital marketing. What we're looking for: A hard-working individual, who demonstrates a strong worth ethic and willingness to learn quickly. Strong communication skills, with the ability to interpret and translate concepts into clear written briefs and designs. High attention to detail. Someone who works well in teams both and independently. What you'll bring: Previous experience of designing and executing conversion optimisation tests Strong practical understanding of web technologies and HTML Familiar with optimisation tools and platforms, preferably Webtrends Optimize and Optimizely preferable Experience using data analytics tools, preferably Contentsquare and GA4 Awareness and understanding of UX & CX design principles Experience working with web developers Competent in JavaScript and Google Tag Manager Advanced Excel skills About AJ Bell AJ Bell is one of the UK's fastest-growing investment platform businesses, providing award-winning solutions for 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 26 days holiday, increasing with service + buy/sell scheme + bank holidays 7% Pension with matched contributions Discretionary bonus scheme Share schemes (including free shares and BAYE) Health Cash Plan and discounted private healthcare 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 We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. For new starters, there's an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity We're committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience, and potential.
Job Description Due to continued growth, we are looking for a Senior Conversion Rate Specialist to join our London-based CX and Experimentation team. This is an exciting opportunity to play a key role in accelerating the growth of AJ Bell's direct-to-consumer business by optimising digital customer journeys and improving conversion performance. Working across our digital platforms, you will use data-driven experimentation and conversion rate optimisation techniques to enhance user experience, increase customer engagement, and drive measurable commercial outcomes. What you'll do: Conversion Planning: Develop testing roadmap alongside the Experimentation Manager, ensuring that customer outcomes associated with experimentation are in line with our regulatory obligations. Conversion delivery: Design and execute A/B and multivariate tests according to agreed roadmap to optimise website elements, user journeys and conversion funnels. Conversion Insight: Complete all test analysis, communicating insights to internal stakeholders. Provide regular updates on progress and performance metrics to ensure transparency across the wider business. Experimentation platform expert: Become platform super user, able to independently develop tests and metrics on the platform through to delivery. Website Analytics: Monitor and analyse website and digital performance using web analytics and customer feedback tools including but not limited to Contentsquare, GA4, and GetFeedback. Translate these insights into actionable recommendations, identifying testing opportunities and iterations to inform the test backlog. User Experience Enhancement: Work with UX/UI designers and developers to implement user-friendly design principles and improve the overall digital experience. Cross-functional Collaboration: Collaborate with marketing, product, technology and UX teams to execute testing roadmap. Be the key point of contact with these teams to gather requirements that support and enhance their activity and strategy. Third-party management: Manage the working relationship with third parties to support the experimentation agenda, delivering on agreed tests and analyses. Industry Research and Best Practices: Stay up-to-date with industry trends, emerging technologies, and best practices in conversion optimisation, UX/UI design, and digital marketing. What we're looking for: A hard-working individual, who demonstrates a strong worth ethic and willingness to learn quickly. Strong communication skills, with the ability to interpret and translate concepts into clear written briefs and designs. High attention to detail. Someone who works well in teams both and independently. What you'll bring: Previous experience of designing and executing conversion optimisation tests Strong practical understanding of web technologies and HTML Familiar with optimisation tools and platforms, preferably Webtrends Optimize and Optimizely preferable Experience using data analytics tools, preferably Contentsquare and GA4 Awareness and understanding of UX & CX design principles Experience working with web developers Competent in JavaScript and Google Tag Manager Advanced Excel skills About AJ Bell AJ Bell is one of the UK's fastest-growing investment platform businesses, providing award-winning solutions for 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 26 days holiday, increasing with service + buy/sell scheme + bank holidays 7% Pension with matched contributions Discretionary bonus scheme Share schemes (including free shares and BAYE) Health Cash Plan and discounted private healthcare 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 We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. For new starters, there's an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity We're committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience, and potential.
AJ Bell
Job Description We are seeking a motivated and technically strong Internal Controls Manager to join our growing FTSE 250 business. Reporting to the Senior Manager of Internal Controls, you will play a key role in shaping and enhancing the Group's financial, operational, and compliance control environment. This is a fantastic opportunity for someone who thrives in a fast-paced, ambitious setting and is passionate about driving continuous improvement across the internal control framework. About the role: You will support the development and ongoing monitoring of the Group's internal control framework, with a focus on operational and compliance controls. You will work closely with senior stakeholders and subject matter experts to enhance control design, perform effectiveness testing, and ensure compliance with evolving governance requirements. Key Responsibilities: Support the Senior Manager Internal Controls in the ongoing development and monitoring of the Group's operational and compliance elements of the internal control framework. Conduct design effectiveness reviews of operational and compliance controls, create/review process maps, and work with the business and SMEs to resolve control design failures and monitor remediation plans. Perform operating effectiveness testing of controls, provide outcomes and recommendations, and work with the business to address root causes of control deficiencies and track remediation plans. Provide guidance and best practice advice to operational and compliance control owners on remediation activities and internal control improvements. Advise and educate the business on the impact of new UK Corporate Governance Code requirements. Assist in preparing control assessment findings and recommendations for Executive and Board Committees. Competence, Knowledge & Skills: Competence: Proven experience in a risk, internal control, or audit role, ideally within a regulated industry. Excellent verbal and written communication skills. Strong ability to formulate proposals, provide recommendations, and collaborate with risk and control owners to address control weaknesses. Knowledge & Skills: Strong planning, organisation, and time management skills, with the ability to prioritise effectively. Confidence working to tight reporting deadlines. Solid technical skills with a logical, problem-solving mindset. Methodical and disciplined approach, balancing attention to detail with a clear understanding of the broader context. 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 620,000 customers using our award-winning platform propositions to manage assets totalling more than £96.1 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. Headquartered in Manchester with offices in central London and Bristol, we now have over 1,450 employees and have been named one of the UK's 'Best 100 Companies to Work For' for six consecutive years and in 2024 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. What we offer: Starting salary c.£60,000 (Negotiable DOE) Generous holiday allowance of 27 days, increasing up to 31 days with length of service Holiday buy and sell scheme A choice of pension schemes with matched contributions up to 8% Discretionary bonus scheme Annual free share awards scheme Buy As You Earn (BAYE) Scheme Health Cash Plan - provided by SimplyHealth Discounted private healthcare scheme and dental plan Free gym membership Employee Assistance Programme Bike loan scheme Sick pay+ pledge Enhanced maternity, paternity, and shared parental leave Loans for travel season tickets Death in service scheme Paid time off for volunteer work Charitable giving opportunities through salary sacrifice Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more Personal development programmes built around you and your career goals, including access to personal skills workshops Ongoing technical training Professional qualification support Talent development programmes Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off Monthly leadership breakfasts and lunches Casual dress code Access to a range of benefits from our sponsorship deals Hybrid 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 a minimum of 50% of your working time per month in the office. For new team members, an initial period will be 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, we'd love to speak to you.
Job Description We are seeking a motivated and technically strong Internal Controls Manager to join our growing FTSE 250 business. Reporting to the Senior Manager of Internal Controls, you will play a key role in shaping and enhancing the Group's financial, operational, and compliance control environment. This is a fantastic opportunity for someone who thrives in a fast-paced, ambitious setting and is passionate about driving continuous improvement across the internal control framework. About the role: You will support the development and ongoing monitoring of the Group's internal control framework, with a focus on operational and compliance controls. You will work closely with senior stakeholders and subject matter experts to enhance control design, perform effectiveness testing, and ensure compliance with evolving governance requirements. Key Responsibilities: Support the Senior Manager Internal Controls in the ongoing development and monitoring of the Group's operational and compliance elements of the internal control framework. Conduct design effectiveness reviews of operational and compliance controls, create/review process maps, and work with the business and SMEs to resolve control design failures and monitor remediation plans. Perform operating effectiveness testing of controls, provide outcomes and recommendations, and work with the business to address root causes of control deficiencies and track remediation plans. Provide guidance and best practice advice to operational and compliance control owners on remediation activities and internal control improvements. Advise and educate the business on the impact of new UK Corporate Governance Code requirements. Assist in preparing control assessment findings and recommendations for Executive and Board Committees. Competence, Knowledge & Skills: Competence: Proven experience in a risk, internal control, or audit role, ideally within a regulated industry. Excellent verbal and written communication skills. Strong ability to formulate proposals, provide recommendations, and collaborate with risk and control owners to address control weaknesses. Knowledge & Skills: Strong planning, organisation, and time management skills, with the ability to prioritise effectively. Confidence working to tight reporting deadlines. Solid technical skills with a logical, problem-solving mindset. Methodical and disciplined approach, balancing attention to detail with a clear understanding of the broader context. 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 620,000 customers using our award-winning platform propositions to manage assets totalling more than £96.1 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. Headquartered in Manchester with offices in central London and Bristol, we now have over 1,450 employees and have been named one of the UK's 'Best 100 Companies to Work For' for six consecutive years and in 2024 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. What we offer: Starting salary c.£60,000 (Negotiable DOE) Generous holiday allowance of 27 days, increasing up to 31 days with length of service Holiday buy and sell scheme A choice of pension schemes with matched contributions up to 8% Discretionary bonus scheme Annual free share awards scheme Buy As You Earn (BAYE) Scheme Health Cash Plan - provided by SimplyHealth Discounted private healthcare scheme and dental plan Free gym membership Employee Assistance Programme Bike loan scheme Sick pay+ pledge Enhanced maternity, paternity, and shared parental leave Loans for travel season tickets Death in service scheme Paid time off for volunteer work Charitable giving opportunities through salary sacrifice Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more Personal development programmes built around you and your career goals, including access to personal skills workshops Ongoing technical training Professional qualification support Talent development programmes Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off Monthly leadership breakfasts and lunches Casual dress code Access to a range of benefits from our sponsorship deals Hybrid 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 a minimum of 50% of your working time per month in the office. For new team members, an initial period will be 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, we'd love to speak to you.
