Customer Service Adviser (Telephony)

Job Description

Contract Type: Full time, Permanent

Working Pattern: Monday to Friday, 9:00am to 5:00pm
Location: 1 Broadway Park, South Gyle, Edinburgh
Competitive Package: Starting salary from £24,500, 16% pension, 40 days holiday

Closing date: 27th August (We reserve the right to close earlier due to volume of applications)

Aberdeen is one of the world's largest investment companies, built on a long-standing culture of caring about the future and making a positive impact. Together we invest for a better future. Our Adviser business provides financial planning solutions and technology for UK financial advisers enabling them to create value for their business and their clients.

Adviser's Client Engagement Hub is a centre of excellence for customer experience. We use industry-leading technology to support digital-first journeys for advisers and customers, whilst providing exceptional support when human interaction is needed.

It's an exciting time to join the team. We're committed to doing the right thing, first time, for our advisers and customers, and we're looking for colleagues who share our passion for delivering great service.

What You'll Be Doing

• Acting as the first point of contact for advisers and customers through our telephony and digital support channels.

• Supporting outbound customer contact and completing customer requests.

• Handling inbound customer and adviser queries once fully trained.

• Delivering excellent customer service and resolving issues efficiently.

• Supporting digital adoption and encouraging self-service where appropriate.

• Identifying opportunities for process improvement and reducing failure demand.

• Providing feedback to improve customer journeys and service performance.

• Working collaboratively with colleagues to deliver positive outcomes for customers.

Essential Skills

• Previous customer service experience.

• Strong verbal and written communication skills.

Desirable Skills

• Confidence using digital systems and technology.

• Effective problem-solving skills and customer focus.

• Strong organisation and attention to detail.

• Ability to work both independently and as part of a team in a fast-paced environment.

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.

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.