AJ Bell
FinTech
HeadofCustomerSupport
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“Head of Customer Support at AJ Bell. Skills: Customer Support Leadership, Operational Excellence, Risk Management, Regulatory Compliance. Support delivery of Customer Services strategy. Lead Operational Fraud team”
What You'll Achieve.
Ensure consistently high-quality service; Support business regulatory obligations; Support business strategic objectives; Ensure processes are effective; Ensure reporting is insightful; Customers remain at the heart
Industry & Context.
Problem-solving skills; Identify trends; Deliver practical solutions; Root cause analysis
What They're Looking For.
Must Have
Experience leading operational oversight, Experience leading quality assurance, Experience leading risk functions, Experience leading controls functions, Experience leading customer support functions, Knowledge of FCA regulations, Experience developing management information, Experience delivering governance reporting, Experience delivering operational insights, Stakeholder management skills, Influencing skills, Challenging constructively, Driving action, Excellent analytical skills, Excellent problem-solving skills, Experience managing risk, Experience managing issues, Experience managing remediation activity, Experience managing continuous improvement, Leadership capabilities, Proven track record developing teams, Proven track record delivering results, Excellent written communication skills, Excellent verbal communication skills, Present complex information clearly
Nice to Have
Professional qualifications such as ICA, Professional qualifications such as CISI, Professional qualifications such as CII, Equivalent relevant experience
What You'll Do.
Support delivery of Customer Services strategy
Lead Operational Fraud team
Ensure effective fraud prevention
Ensure effective fraud detection
Ensure effective fraud investigation
Ensure effective fraud reporting
Enhance management information
Enhance reporting across Customer Services
Provide oversight of regulatory requirements
Oversee Consumer Duty
Oversee complaint handling
Oversee customer communications
Oversee vulnerable customer processes
Monitor customer outcomes
Identify opportunities to improve service quality
Identify opportunities to improve operational efficiency
Identify opportunities to improve risk management
Lead development of performance metrics
Lead development of risk metrics
Lead development of customer outcome metrics
Oversee budgets with Finance
Oversee forecasts with Finance
Oversee productivity measures with Finance
Oversee operational efficiency initiatives with Finance
Drive root cause analysis
Drive remediation activity
Support operational change initiatives
Support regulatory change initiatives
Build relationships with stakeholders
Influence positive outcomes
Drive continuous improvement
How You'll Work.
Team & Collaboration
Senior stakeholders across Customer Services; Stakeholders across Risk; Stakeholders across Compliance; Stakeholders across Finance; Stakeholders across Product; Stakeholders across Change; Stakeholders across the business
Communication Scope
Present complex information
Full Job Description
We're looking for a Head of Customer Support to play a key leadership role within our Customer Services function. Reporting to the Customer Services Director, you'll help drive operational excellence across one of the UK's leading investment platforms, ensuring our customers receive consistently high-quality service while supporting the business to meet its regulatory obligations and strategic objectives. This is a broad and influential role that combines leadership, governance, operational oversight, customer outcomes, fraud management, financial oversight and continuous improvement. You'll work closely with senior stakeholders across Customer Services, Risk, Compliance, Finance, Product and Change, helping to ensure our processes are effective, our reporting is insightful, and our customers remain at the heart of everything we do. You'll also lead our Operational Fraud team, providing direction and oversight to fraud prevention, detection and investigation activities, while supporting the ongoing development of a strong risk and control environment across Customer Services. What you'll be doing: * Partnering with the Customer Services Director to support delivery of the Customer Services strategy. * Leading and developing the Operational Fraud team, ensuring effective fraud prevention, detection, investigation and reporting. * Owning and enhancing management information and reporting across Customer Services, including Board and Committee reporting. * Providing oversight of customer-related regulatory requirements, including Consumer Duty, complaint handling, customer communications and vulnerable customer processes. * Monitoring customer outcomes and identifying opportunities to improve service quality, operational efficiency and risk management. * Leading the development of meaningful performance, risk and customer outcome metrics that support effective decision-making. * Working closely with Finance to oversee budgets, forecasts, productivity measures and opera
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