Customer Service Adviser; Telephony

Overview

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 dates: 26th January 2026 or 16th February 2026.

Aberdeen aims to be the UK’s leading Wealth & Investments group. We focus on attracting and retaining talent, delivering excellent client service supported by leading technology and people.

Adviser’s Client Engagement Hub is a centre of excellence for experience. We use world-leading technology to drive digital-first journeys for clients, helping them self-serve and making workflows smooth and accessible. This is a time of growth and innovation, with a focus on customer service and digital enablement.

• As the first point of contact, be the friendly voice of Aberdeen, providing exceptional customer service and troubleshooting via telephony and digital support channels.
• Support outbound calls to clients to action requests, update information and provide assistance.
• Over time, transition to inbound calls and support a varied range of queries.
• Listen to and promptly respond to customer queries using expertise, creativity and a customer-centric approach.
• Use digital skills to drive customer adoption and ensure fast, first-time resolution.
• Maintain up-to-date knowledge of the market we operate in and translate expertise into creative solutions.
• Champion the customer by providing feedback to support continuous improvement through root-cause analysis and pattern tracking.
• Report IT issues to reduce failure demand as quickly as possible.
• Support customers in becoming digital adopters and advocate for our systems.

The ideal candidate will possess the following:

• Proven experience in a customer service role with responsibility for the customer experience and issue resolution.
• Digitally savvy, comfortable supporting customers on the phone with strong digital literacy.
• Excellent verbal and written communication skills with the ability to influence key partners.
• Strong problem-solving skills and the ability to find solutions calmly and effectively.
• Excellent organisational skills; able to multitask, record, track and document with detail and accuracy.
• Great teammate who is self-motivated and capable of working independently in a fast-paced, 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 under the Disability Confident Scheme, please notify us in the candidate questionnaire so we can support you through the process.

40 days’ annual leave, 16% employer pension contribution, 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.

Aberdeen supports a blended working approach combining office collaboration with flexible home working. We are committed to an inclusive culture that values meritocracy, fairness and transparency. If you need assistance or an adjustment to your application or interview arrangements, please let us know.

We value diversity in education, experience, cognitive and neurodiversity, age, gender, religion or belief, ethnicity and geography. If you need assistance or an adjustment due to a disability, please let us know as part of your application and we will assist.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other

Edinburgh, Scotland, United Kingdom