Customer Services Manager

Job Description We’re currently recruiting aCustomer Service Manager to play a key leadership role within our Operations function, responsible for delivering an outstanding customer experience across a large, multi-skilled service team.

You will lead, develop, and inspire Team Leaders and operational colleagues to ensure we consistently meet service levels, deliver fair customer outcomes, and continuously improve the end-to-end customer journey.

As part of the Customer Services Management Team, you will take ownership of performance, people, and process within your area, ensuring effective delivery of regulated financial services operations in line with internal standards and regulatory requirements.

Key responsibilities

Leading and developing a team of Team Leaders and Customer Service Administrators to deliver high-quality service outcomes

Ensuring departmental SLAs and performance targets are consistently achieved

Driving an excellent customer experience through strong people leadership and operational control

Managing workforce planning, resource allocation, and capacity across the team

Coaching, mentoring, and developing colleagues to support performance and career progression

Conducting regular 1:1s, performance reviews, and formal performance management processes where required

Building strong employee engagement and fostering a positive, high-performing team culture

Overseeing recruitment activity to ensure teams are appropriately resourced

Supporting the delivery of training, onboarding, and ongoing professional development

Acting as an escalation point for complex customer issues and ensuring timely resolution

Reviewing customer complaints and feedback to identify trends and drive service improvements

Working with internal stakeholders to resolve issues, prioritise workloads, and improve the customer journey

Driving continuous improvement in processes, systems, and service delivery

Supporting the safe rollout of new products, services, and system changes into live operations

Ensuring all procedures and controls are up to date, clearly documented, and followed consistently

Identifying, managing, and mitigating operational and regulatory risks within your area

Maintaining strong awareness of regulatory requirements, ensuring compliance with relevant standards and frameworks

Engaging with internal and external audits as required

Promoting fair customer outcomes, including appropriate support for vulnerable customers

Ensuring issues are dealt with fairly, efficiently, and in line with regulatory expectations

Leading regular team meetings and structured communication forums

Working closely with other operational and support functions to deliver joined-up service outcomes

Contributing to wider departmental planning, strategy, and operational improvements

About you

Experience in a financial services or regulated customer service leadership role preferred

Strong understanding of customer service operations and delivery within a service environment

Proven people leadership experience, including managing Team Leaders and/or large operational teams

Strong knowledge of financial services products (pensions experience beneficial)

Good understanding of regulatory requirements, including conduct expectations and customer outcomes focus

Experience working in a structured, SLA-driven operational environment

Strong communication skills, both written and verbal

Excellent organisational and prioritisation skills in a fast-paced environment

Strong analytical, problem-solving, and decision-making ability

High attention to detail with a focus on accuracy and control

Ability to build strong relationships across multiple internal stakeholders

Strong coaching, mentoring, and performance management capability

Commercial awareness and understanding of operational efficiency drivers

Proficient in Microsoft Office (Word, Excel, Outlook)

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 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.

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

27 days holiday, increasing with service + buy/sell scheme + bank holidays

8% 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 60% 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.