Customer Service Team Leader – 12 Month Fixed Term Contract (Manchester)

Job Description

hackajob is collaborating with AJ Bell to connect them with exceptional professionals for this role.

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Job Description

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Join us as a Customer Service Team Leader – 12 Months Fixed Term Contract

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We’re looking for a passionate and driven individual to lead our Contributions team — someone who thrives on challenge, inspires others, and is excited to make a real impact.

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The Contributions team sits in our Client Services area and is responsible for a wide range of tasks, including:

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• Overseeing and processing Direct Debit instructions

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• Processing cheque payments into accounts

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• Refunds of contributions and subscriptions in line with HMRC guidance

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• Investigating, updating and correcting ISA and LISA annual allowances

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What we’re looking for:

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We’re seeking someone who can bring energy, structure, and vision to the team. You’ll be:

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• Organised and proactive, with strong time-management skills to juggle priorities and keep the team on track.

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• A strategic thinker, with a good grasp of CASS rules and the ability to spot trends and drive improvements.

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• A planner, able to manage resources around shifting monthly deadlines.

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• Confident and composed, especially when handling FTRs and complaints.

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• A motivator, with a positive, can-do attitude and the ability to lift team morale.

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• A mentor, who can spot potential and help others grow.

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• A coach, comfortable giving constructive feedback and celebrating great performance.

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• A change champion, who communicates updates clearly and positively.

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• A role model, who consistently goes above and beyond for customers and colleagues.

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Your key responsibilities:

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As Team Leader, you’ll be at the heart of the team’s success. You’ll:

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• Manage and distribute workloads to meet SLAs and team goals.

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• Deliver daily and monthly MI to track performance.

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• Lead regular team meetings, 1:1s, and performance reviews.

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• Coach and develop team members to deliver outstanding service.

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• Keep processes up to date and aligned with company standards.

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• Ensure full compliance with FCA regulations and report breaches promptly.

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• Accurately log and report complaints and breaches.

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• Collaborate with other teams to improve processes and customer experience.

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• Monitor and escalate system/process issues.

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• Oversee regular team tasks and support CASS audits.

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• Assisting the Contributions Manager in any other areas as required

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Competence, knowledge and skills:

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• Financial administration experience including but not limited to SIPPs, ISAs and GIAs.

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• Previous experiencing in leading a team either in a permanent role or stepping into a leadership role ad-hoc.

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• Excellent customer service skills.

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• High level of planning, organisation and time management.

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• Ability to motivate the team.

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• Proficiency with Microsoft Office programs, specifically Word and Excel.

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• Enthusiastic and inquisitive with a ‘can do’ attitude.

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For internal applications, the closing date for this role will be 26 June 2026.

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About AJ Bell

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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.

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Today, over 723,000 customers trust us to manage more than £108.7 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures.

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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.

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What we offer

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• Starting salary of 30,900 (depending on experience)

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• 26 days holiday, increasing with service + buy/sell scheme 

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• 7% Pension with matched contributions

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• Discretionary bonus scheme

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• Share schemes (including free shares and BAYE)

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• Health Cash Plan and discounted private healthcare

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• Free onsite gym

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• Enhanced family leave (subject to qualifying criteria)

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• Travel and bike loan schemes

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• Employee Assistance Programme

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Life at AJ Bell

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• Regular social events including summer and Christmas parties

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• Learning and development opportunities tailored to you

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• Casual dress code

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• Friendly, supportive team environment

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Our ways of working

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We offer hybrid working, with a minimum of 60% of your working time per month spent in the office.

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For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.

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Inclusion & diversity

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We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work.

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We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.

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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.

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Qualifications

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Additional Information

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