Client Engagement Expert

4 weeks ago


Edinburgh, Edinburgh, United Kingdom abrdn Full time

About abrdn

abrdn is a leading investment company that prioritizes making a positive impact on the lives of our clients, employees, society, and shareholders. Our purpose-driven organization is built on a long-standing culture of caring about the future.

Our Business

We operate in three distinct areas: Investments, Adviser, and Personal. Our strategy focuses on building a vibrant and value-creating purpose-led organization, with the current and future needs of our stakeholders at the heart of all we do.

Adviser Business

Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their businesses and clients. We're experiencing an exciting period of growth following new product and client offerings.

Client Engagement Hub

Our Client Engagement Hub is a centre of excellence for experience, driven by world-leading technology that enables 'digital first' journeys for our clients. We strive to be innovative and have the technology that allows our clients to do the work required without roadblocks.

About the Role

We're seeking a skilled Digital Support Specialist to join our team. As our customers' first point of contact, you will be the friendly voice of abrdn, providing exceptional customer service, troubleshooting, through our telephony and digital support channels.

Key Responsibilities

  • Provide exceptional customer service, troubleshooting, and support through telephony and digital channels.
  • Support outbound calls to clients, assisting with requests, updating information, and providing support.
  • Move to inbound calls and support a varied number of queries.
  • Utilize digital expertise to drive customer adoption and speed of response in resolving issues.
  • Maintain knowledge and awareness of the market, keeping up-to-date with digital trends to provide creative solutions.
  • Champion customer feedback to support continuous improvement through root-cause analysis and tracking patterns.
  • Report issues to IT to reduce failure demand.
  • Support customers in becoming Digital Adopters, advocating for our systems.

Requirements

  • Proven experience in a customer service role, with comprehensive issue resolution skills.
  • Digitally savvy, with strong digital literacy and knowledge.
  • Excellent verbal and written communication skills, with the ability to influence key partners.
  • Very good problem-solving skills, with the ability to find solutions calmly and optimally.
  • Excellent organizational skills, with the ability to multitask and document information accurately.
  • Self-motivated and able to work independently in a fast-paced, constantly evolving digital environment.

Our Benefits

We offer a range of benefits, including 40 days' annual leave, a 16% employer pension contribution, a discretionary performance-based bonus, private healthcare, and flexible benefits such as gym discounts and season ticket loans.



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