Service & Support Adviser, Retirement Advice

2 weeks ago


Edinburgh, Edinburgh, United Kingdom 1825 Full time
Job Description


abrdn plc is one of the world's largest investment companies, and we are built on a long standing culture of caring about the future and making a positive impact.

Together we invest for a better future.

We do it to make a difference to the lives of our clients and customers, our employees, society and our shareholders.


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 want to transform how financial advice is delivered in the UK to make it accessible to millions.

Our customer testing, experiment results and feedback have given us the confidence we are on the cusp of redefining an industry.

We believe we have the chance to break through by coupling our distribution and technical knowhow with behavioural thinking and relentlessly user focussed design.

This is one of the hardest problems our industry faces, and we are working hard to overcome it. This is a rare and exciting opportunity to be part of something new.

We are here to transform how advice is delivered in the UK and need forward thinking individuals to come and share ideas and help shape our Retirement Advice business.

If you want to make a difference to people's lives, then you're the kind of person we'd love to join this adventure

We are looking for a talented and experienced Service and Support Adviser to come and join us as we rapidly approach the full launch of a new business line

This role is a new customer facing role and is key to developing our Sales and Service team. You are here to help our customers with enquiries and provide administration and technical platform support.

You will help shape what service and support our customers require, so we achieve our vision by identifying opportunities for us to automate and develop new ways for self-service.

We are looking for you to champion the voice of our customers and feedback what our customer say to the wider team.


Key Responsibilities for the role:

  • Provide service and administration support to customers to help them achieve their objectives.
  • Engage with customers via multiple channels
  • Solve customers' problems and answer questions they have.
  • Offer technical platform support to allow a one stop service.
  • Ensure transactions are compliant with current processes and highlight any anomalies.
  • Deal with transaction requests in a timely, professional manner.
  • Carry out regular housekeeping of customer accounts, taking action where necessary.
  • Provide technical platform support to Financial Planners and ParaPlanners.
  • Shape and in form the service support we offer to customers through continuous improvement.
  • Identify trends and work across the team to improve our service and how we work.


What skills/experience are we looking for?- You have a deep understanding of the UK financial advice industry (mainly pensions & savings)- Experience of onboarding new advice prospects- Interest in progressing a career in Financial Advice and studying for CII exams and the career opportunities that can bring- Experience of the advice process from gathering information for suitability to annual review- Detailed knowledge of advice products and platforms, preferably abrdn Wrap- You are an excellent communicator across all channels and have passion to talk to customers- You keep customers at the heart of everything we do- You are able to spot opportunities and act accordingly- You know how to be friendly, enthusiastic and connect to all customers and want to help them have the best experience possible- You are a self-starter, organised with the ability to work independently and as part of a team.

Prioritising time accordingly.- You display high levels of attention to detail, curiosity and ability to think critically- Willingness and ability to work in a digital agile environment where change and adaptability are encouraged.

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, including 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 site amongst many others.

How we create value


Our strategic drivers are the foundations from which we deliver for all our stake holders: High Impact Intelligence, Enduring Relationships, Connections without borders and Future fit.

Our Inclusive Culture

We are committed to exploring the possibilities of working smarter. This means we'd like to hear from you, whatever way you like to work.


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 ou

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