Customer Service Team Leader – 12‑Month Fixed‑Term

About the role

AJ Bell is seeking a proactive Customer Service Team Leader on a 12‑month fixed‑term contract to head its Contributions team within Client Services. You will drive performance, ensure regulatory compliance and inspire a high‑performing team delivering financial administration services.

Key responsibilities

• Manage and distribute workloads to meet SLAs and team goals.
• Produce daily and monthly management information to track performance.
• Lead regular team meetings, one‑to‑ones and performance reviews.
• Coach and develop team members to deliver outstanding service.
• Maintain up‑to‑date processes aligned with company standards.
• Ensure full compliance with FCA regulations and report breaches promptly.
• Log and report complaints and breaches accurately.
• Collaborate with other teams to improve processes and customer experience.
• Monitor and escalate system or process issues.
• Support CASS audits and oversee regular team tasks.
• Assist the Contributions Manager with additional duties as required.

Required profile

• Organised and proactive with strong time‑management skills.
• Strategic thinker with a solid grasp of CASS rules and the ability to spot trends.
• Planner capable of managing resources around shifting monthly deadlines.
• Confident and composed when handling FTRs and complaints.
• Motivator with a positive, can‑do attitude that lifts team morale.
• Mentor who can identify potential and support growth.
• Coach comfortable giving constructive feedback and celebrating performance.
• Change champion who communicates updates clearly and positively.
• Role model who consistently exceeds expectations for customers and colleagues.

Required skills

• Financial administration experience with SIPPs, ISAs and GIAs.
• Knowledge of CASS rules and FCA regulatory requirements.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.