Digital Assistant (Customer Services)
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- From £24,000 per annum
- Full Time
- Contact: Recruitment Team
- Reference: R0071375
- Posted February, 06, 2024 4:47 PM
Job Description Digital Assistant (Customer Services) Contract type: Full-time, Permanent Location: 1 Broadway Park, South Gyle, Edinburgh Competitive package: starting salary £24K, 16% pension, 40 days holiday Start date: mid March 2024 abrdn is one...
Digital Assistant (Customer Services)
Contract type: Full-time, Permanent
Location: 1 Broadway Park, South Gyle, Edinburgh
Competitive package: starting salary £24K, 16% pension, 40 days holiday
Start date: mid March 2024
abrdn 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 are structured around three businesses – Investments, Adviser and Personal – focused on the changing needs of our clients, and by diversifying the group, we are positioning ourselves for growth in a changing investment landscape. 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. 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.
What you’ll be doing:
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
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 market place 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
To be successful in this role you will need: (minimum experience/requirements)
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 multi task 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
We are proud to announce that we have officially become a Disability Confident Committed employer. Therefore, if you have a disability and would like to submit an application 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.
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, 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. You can read more about our benefits here.
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.