Telephone Support Agent

Job DescriptionHelp people feel good about investing!We're looking for people who enjoy helping others and want to build a career where what they do makes a difference to our customers.As a Telephone Support Agent, you'll be one of the first people our customers speak to when they need help. You'll listen to their questions, understand what they need and help them find the right way forward, whether they're contacting us about an investment, pension, account or one of our other services.You might have experience in customer service, hospitality, retail or administration. Or you might simply be someone who enjoys working with people and has a natural ability to listen, communicate clearly and help others.You don't need previous financial services experience. We'll provide full training and ongoing support to help you build your knowledge, confidence and skills from day one.At AJ Bell, we believe investing should feel good, and our customer support teams play a vital role in making that happen every day.We're growing, with multiple opportunities available across our telephone support teams. Inductions for these roles take place every three weeks.What You'll Be DoingYou'll be a first point of contact for AJ Bell and Investcentre customers, helping them get the support they need across our range of investment products and services.You'll{{:}}Handle inbound calls and help customers with their questions and queriesListen carefully to understand what each customer needs and provide clear, helpful answersRespond to customer emails and secure messagesTake ownership of queries and work with colleagues to resolve them where neededMake sure interactions are handled accurately and in line with our service levels and compliance requirementsSupport customers who may need additional help, showing patience, empathy and understandingBuild your knowledge of investing and financial services through our structured training and ongoing developmentIt's a fast-paced environment, so you'll need to be comfortable managing different types of queries while maintaining a consistently high standard of service.What We're Looking ForYou don't need to be a financial-services expert. We're looking for people who are good with people, communicate clearly and genuinely want to help.You'll bring{{:}}Excellent customer service skills and a polite, professional telephone mannerStrong written and verbal communication skillsPatience, empathy and the ability to support customers with different needsGood attention to detail and the ability to work accurately under pressureCompetent IT skills, including Microsoft Word, Excel and OutlookThe ability to manage your workload, meet deadlines and work effectively as part of a teamA minimum of 5 GCSEs at grades 9-4 (A*-C), or equivalent, including Maths and EnglishPrevious contact centre or financial services experience is helpful, but not essential. Full training will be provided.Build your knowledge. Build your career.We'll give you the training and support you need to become confident in the role and develop your knowledge of financial services.Career development is an important part of life at AJ Bell. As your experience grows, we'll support you to take the next step in your career, whether that's within customer support or elsewhere across the business.We also offer paid study support for professional qualifications, helping you continue to develop your skills and expertise.Working hoursThis 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, 10am-2pm, plus occasional bank holidays when the US market is open.About AJ BellAt 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, more than 762,000 customers trust us to manage over £121.5 billion in 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 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 OfferStarting salary of £27,642, with the potential for a higher starting salary depending on relevant financial services experience25 days' holiday, increasing with service, plus a buy/sell scheme and bank holidays6% pension with matched contributionsDiscretionary bonus schemeShare schemes, including free shares and BAYEHealth Cash Plan and discounted private healthcareFree onsite gymEnhanced family leave, subject to qualifying criteriaTravel and bike loan schemesEmployee Assistance ProgrammeLife at AJ BellRegular social events, including summer and Christmas partiesLearning and development opportunities tailored to youCasual dress codeFriendly and supportive team environmentOur ways of workingAt AJ Bell, our people are at the heart of our culture. We believe in building strong connections by working together.Our Telephone Support roles are hybrid, with 3-4 days per week in the office. For new team members, the first three months are spent full-time in the office. This gives you the opportunity to immerse yourself in the business, build your knowledge and get to know your colleagues as you settle into your role.Inclusion & diversityWe'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.Your application, reviewed by peopleWe believe great hiring starts with people. That's why every application is reviewed by a member of our Recruitment team, rather than screened by AI. It may take us a few days to get back to you, but please be assured that your application will be given the time and attention it deserves.Agency informationThis 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.