Customer Service Adviser, Abrdn

Telephony

£24k

Junior and Mid level

Edinburgh

Office located in Broadway Park, Edinburgh

Savings & investment company

Open for applications

Savings & investment company

501-1000 employees

B2BInvestingFinancial Services

Open for applications

£24k

Junior and Mid level

Edinburgh

Office located in Broadway Park, Edinburgh

501-1000 employees

B2BInvestingFinancial Services

Company mission

Helping clients to prepare for the future

Job

Company

Role

Who you are

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

What the job involves

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

Application process

End Date: November 11, 2025
Next available start date: 12th January 2026

Our take

Abrdn, formerly known as Standard Life Aberdeen, is a global investment company helping its clients to save and invest for their futures. It operates three businesses - Investments, Adviser and Personal - and has been operating since way back in 1825.

Nowadays, atop its investment and advice services, the company delivers two platforms for financial advisers. The first, Wrap, enables users to build and manage portfolios for each client. It also includes SIPP drawdown capabilities - which means advisers can choose the best platform charges when client assets are at their highest. The second, Elevate, encompasses a suite of tools for advisers to save time and make sure their clients are informed.

In 2023, Abrdn announced "adviserOS", which represents an upgrade to their platform offerings. There is limited information to go on, but the company claims this new venture will be simpler and data-led, as well as require less admin. It will be interesting to see if this new release keeps pace with tech developments across the investment space and allows abrdn to continue as an innovator.