Customer Service Adviser; Telephony

Job Description

Contract type: Full-time, Permanent

Location: 1 Broadway Park, South Gyle, Edinburgh

Competitive package: starting salary £24K, 16% pension, 40 days holiday

Next available start date: 12th January 2026

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.

Advisers 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.

• 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

• 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…