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Job Description 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: 12th January 2026 At Aberdeen, our ambition is to be the UK’s leading Wealth & Investments group. Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry’s best talent. Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society. We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent. Our Businesses Interactive Investor (ii) – the UK’s second largest direct‑to‑consumer investment platform, enabling individuals to plan, save and invest in the way that works for them. Our Adviser business – financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers. Our Investments business – a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes. About The Department 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. About The Role As our customers’ first point of contact, you will be the friendly voice of Aberdeen, providing exceptional customer service and troubleshooting through our telephony and digital support channels. You will support outbound calls to our clients, action requests, update information and give support. After a period of time, you’ll move to inbound calls and support a varied number of queries. You will receive, listen to 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 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. About The Candidate 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, 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. Please Note: Initial training will be Monday to Friday, 9am to 5pm, for 8 weeks. Our Benefits 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. Our Business Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas our vectors of growth focused on our clients changing needs. You can find out more about what we do 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. 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. We’re Committed to an Inclusive Workplace 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. We support a culture that values meritocracy, fairness and transparency and welcomes inquiries from everyone. Disability Confidence We’re proud to be a Disability Confident 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 your application. One of our team will reach out to support you through your application process. Seniority level Entry level Employment type Full‑time Job function Customer Service Industries Administrative and Support Services Are you ready to join a dynamic team? Apply now. #J-18808-Ljbffr
