Customer Service Adviser (Telephony)

Description

Job Description

Contract type: Full-time, Permanent

Location: 1 Broadway Park, South Gyle, Edinburgh

Competitive package: starting salary GBP24K, 16% pension, 40 days holiday

Next available start date: 6th October 2025

At Aberdeen, our ambition is to be the UK's leading Wealth & Investments group.

Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry's best talent.

Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society.

We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.

Aberdeen comprises three businesses, interactive investor (ii), Investments, and Adviser, each of which focuses on meeting and adapting to our clients' evolving needs:

interactive investor, the UK's second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them.

Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.

Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

About the Department

Adviser's Client Engagement Hub is a centre of excellence for experience. We have world leading technology driving 'digital first' journeys for our clients. This means not only helping on the platform, but educating clients into using the digital technology first, and being empowered to self-serve. We strive to continue to be innovative and have the technology that allows our clients to do the work that's required without roadblocks.

It's an exciting time to be joining our team; we're committed in doing the right thing, first time, for our advisers and customers, so if you have a passion for customer service this is the role for you.

About the Role

As our customers' first point of contact, you will be the friendly voice of Aberdeen, providing exceptional customer service, troubleshooting, through our telephony and digital support channels

You will support outbound calls to our clients, supporting them with actioning requests, updating information and giving support.

After a period of time, you'll move to our inbound calls and support a varied number of queries.

You will receive, listen and promptly respond to customers queries using your expertise, creativity, and passion to meet their needs

Utilise your digital expertise to support in driving customer adoption and speed of response in driving right first-time resolution

Maintain experienced knowledge and awareness of the market we operate in, keeping up to date with digital marketplace ensuring expertise are translated into creative solutions

Championing the Customer by providing valuable feedback to support continuous improvement through route-cause analysis and tracking general patterns

Reporting issues to IT to reduce failure demand as quickly as possible

Support our customers in becoming Digital Adopters, being an advocate of our systems

About the Candidate

The ideal candidate will possess the following:

Proven experience in a customer service role, and can take responsibility for the customers' experience including comprehensive issue resolution

Digitally savvy, comfortable supporting customers on the phone with strong digital literacy and knowledge

Excellent verbal and written communication skills and ability to influence key partners

Very good problem-solving skills - when presented with a customer request can find a solution calmly and optimally

Excellent organisational skills - has an ability to multitask and sort large amounts of information, record, track and document with detail and accuracy

Great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly evolving digital environment

Please Note: Initial training will be Monday to Friday, 9am to 5pm, for 8 weeks.

We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.

Our benefits

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days' annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits - including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas - our vectors of growth - focused on our clients' changing needs. You can find out more about what we do here.

An inclusive way of working

Whatever way you like to work, if you have the talent and commitment to join our team, we'd like to hear from you.

At Aberdeen we've adopted a 'blended working' approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.

An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements - for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability - please let us know and we'll be happy to help.

We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense - this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.

Ad ID: 5416963094