Customer Service Adviser (Administration)
About this role
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 £24,500, 16% pension, 40 days holiday
Closing date: 20th 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.
The Client Servicing Team plays a critical role in delivering excellent outcomes for advisers and their clients. We are responsible for processing a wide range of customer and adviser requests, ensuring work is completed accurately, efficiently and in line with regulatory requirements. Our teams are committed to delivering great service, reducing effort for our customers and supporting the smooth operation of our platform.
What You'll Be Doing
Accurately process a wide range of customer and adviser requests across our investment platform and servicing operations.
Review and action work items within agreed service levels, ensuring all activity is completed to a high standard.
Investigate and resolve queries, liaising with internal teams and stakeholders where required.
Maintain accurate customer records and update information in line with business procedures and regulatory requirements.
Identify and escalate risks, issues and exceptions appropriately to ensure good customer outcomes.
Support continuous improvement by identifying process inefficiencies and recommending enhancements.
Work collaboratively with colleagues across operational teams to deliver excellent service and achieve team objectives.
Ensure all work is completed in accordance with internal policies, controls and governance requirements.
Develop and maintain knowledge of products, services and operational processes to support effective decision-making.
Contribute to a culture focused on customer excellence, quality and right-first-time processing.
Essential Skills
Experience in an administrative, operational or customer service environment.
Excellent attention to detail and the ability to process information accurately.
Strong written and verbal communication skills.
Desirable Skills
Strong organisational skills with the ability to prioritise workloads and manage multiple tasks effectively.
Previous experience within the financial services sector (platform, pensions, investments would be advantageous).
Good problem-solving skills and confidence investigating issues through to resolution.
A positive and collaborative approach with the ability to work effectively within a team.
Good digital literacy and confidence using a variety of systems and applications.
A customer-focused mindset with a commitment to delivering excellent outcomes.
The ability to adapt to changing priorities within a fast-paced operational 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. Please note, the 8 week training period will be 5 days a week in 1 Broadway Park.
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.