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- Tasks: Be the friendly voice of Aberdeen, providing exceptional customer service via phone and digital channels.
- Company: Aberdeen is a leading investment company focused on making a positive impact for clients and society.
- Benefits: Enjoy 40 days holiday, a 16% pension contribution, private healthcare, and flexible perks.
- Why this job: Join a vibrant team dedicated to innovation and customer satisfaction in a fast-paced environment.
- Qualifications: Experience in customer service, strong digital skills, and excellent communication abilities are essential.
- Other info: Initial training is Monday to Friday, 9am to 5pm, for 8 weeks.
The predicted salary is between 19200 - 33600 £ per year.
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: 4th August 2025
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 strategy is to build a vibrant and value-creating purpose-led organisation, with the current and future needs of our stakeholders at the heart of all we do. We are structured around three businesses: Investments, Adviser and Personal, focused on the changing needs of our clients.
Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their businesses and their clients and is going through an exciting period of growth following new product and client offerings.
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.
What You'll Be Doing:
- As our customers' first point of contact, you will be the friendly voice of Aberdeen, providing exceptional customer service through our telephony and digital support channels.
- You will support outbound calls to our clients, assisting them with actioning requests, updating information, and providing 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 achieving right first-time resolution.
- Maintain experienced knowledge and awareness of the market we operate in, keeping up to date with the digital marketplace ensuring expertise is translated into creative solutions.
- Champion the Customer by providing valuable feedback to support continuous improvement through root-cause analysis and tracking general patterns.
- Report issues to IT to reduce failure demand as quickly as possible.
- Support our customers in becoming Digital Adopters, being an advocate of our systems.
To be successful in this role you will need:
- Proven experience in a customer service role, taking 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 with the ability to multitask and sort large amounts of information, record, track and document with detail and accuracy.
- A great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly 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. Therefore, 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 and 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, private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount portal.
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.
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: Customer Service
Industries: Administrative and Support Services
Customer Service Adviser (Telephony) employer: aberdeen
Contact Detail:
aberdeen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser (Telephony)
✨Tip Number 1
Familiarise yourself with Aberdeen's values and mission. Understanding their commitment to customer service and digital innovation will help you align your responses during the interview, showcasing how you can contribute to their goals.
✨Tip Number 2
Brush up on your telephony skills. Since this role involves being the first point of contact for customers, practice clear and friendly communication over the phone to demonstrate your ability to provide exceptional service.
✨Tip Number 3
Prepare examples of how you've successfully resolved customer issues in the past. Being able to share specific instances where you demonstrated problem-solving skills will highlight your suitability for the role.
✨Tip Number 4
Stay updated on the latest trends in digital customer service. Showing that you're knowledgeable about current technologies and how they enhance customer experience can set you apart from other candidates.
We think you need these skills to ace Customer Service Adviser (Telephony)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles that involved telephony or digital support. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to resolve issues effectively. Mention specific examples of how you've successfully handled customer queries in the past.
Showcase Digital Literacy: Since the role requires strong digital skills, emphasise your comfort with technology in your application. Provide examples of how you've used digital tools to enhance customer experiences or solve problems.
Highlight Problem-Solving Skills: In your application, include instances where you've demonstrated excellent problem-solving abilities. Describe situations where you calmly found solutions to customer requests, as this is crucial for the role.
How to prepare for a job interview at aberdeen
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this aligns with the company's commitment to exceptional service.
✨Demonstrate Digital Savviness
Since the role requires strong digital literacy, be prepared to discuss your experience with digital tools and platforms. Highlight any instances where you've helped customers navigate technology or encouraged them to adopt digital solutions.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer queries or issues. Practice articulating your thought process and problem-solving skills, showcasing your ability to remain calm and find effective solutions under pressure.
✨Research the Company and Its Values
Familiarise yourself with Aberdeen's mission and values, particularly their focus on making a positive impact. This will not only help you answer questions more effectively but also demonstrate your genuine interest in being part of their team.
