Customer Service Consultant

Job Description

Job Description

Customer Service Consultant

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: 31st March 2025

Career Level: 1

At abrdn, our purpose is to enable our clients to be better investors.

Clients worldwide trust us to find future-fit investment opportunities to deliver the outcomes they want. Our technology and insight help empower them to make better decisions, while the powerful partnerships we build help to enhance the expertise that we offer. And by enabling clients to invest responsibly, it helps us to build a better world.

About the department

The Adviser business strategy is to deliver client-led growth and enable our clients to be better investors – our purpose is to help advisory businesses to thrive so they can help their clients prosper. 

We will achieve our strategy and deliver on our business purpose by focusing on doing business their way, making it easy and putting our strength to work for our clients and customers.

This exciting role in the Customer Service Team will play a key role in supporting service across the vector and creating efficiencies for our business. This team have been introduced to the business to support service delivery as we scale up to support our future growth ambitions.

About the role

Reporting into the Head of Client Servicing area, you will play a key part in delivering the service model we pride ourselves on in abrdn Adviser. The key responsibility of the role will be to manage administrative processes across a number of work requests to ensure a focused approach on tactical and strategic service delivery priorities. You will work in partnership with our Client Engagement Hub telephony team, Relationship Managers, Sales colleagues and back-office teams to deliver a truly world class service.

This is a hyrbid role, working 3 days per week from the office: 1 Broadway Park

Key responsibilities

• Build relationships with new and existing adviser firms to provide an exceptional service
• Be multi-skilled on a number of administrative processes to support client requirements. Being able to learn new processes and move flexibly between these processes is key in the role delivery.
• The process you work on might change daily or stay consistent over time – being able to adapt to the business & client needs is critical.
• Be driven to deliver high quality output in a timely manner.
• Support process improvement initiatives and consider how we can adapt our ways of working within the framework of our regulatory requirements.
• Support any onboarding, migration or transfer administrative tasks to enable business growth and client satisfaction.
• Work closely with our Telephony Team & Relationship Managers, to support case ownership and resolution, ensuring best practice is achieved and positive client outcomes
• Gathering, analysing and reporting on customer feedback, ensuring we take appropriate action and learn from the ‘Voice of the Client’
• Maintain key databases, ensuring accurate updating of CRM systems as appropriate to hold up-to-date client account intelligence, insight and contact details
• Support adviser firms, clients and other third parties by taking ownership, resolving their queries and building their platform knowledge, working in close partnership with them to maximise their customer experience and journey
• Maintain a network of internal contacts and manage relationships with key external/internal contacts, seeking opportunities to enhance and strengthen both internal and external networks

About the candidate

• Takes pride in delivering world class customer experiences
• Good administrative skills & strong service delivery background
• Be able to work independently as well as part of a team when required
• Self-sufficient, driven and able to work on own initiative
• Excellent communication skills, both written and verbal
• Capable of being client centric in a process centric role
• Good relationship management skills with a track record of being able to effectively influence, collaborate and constructively challenge stakeholders at all levels
• Is proactive in delivering agreed outcomes with dedication to robust and consistent delivery

Moreover, we recognise that supplementary skills beyond the minimum criteria can greatly enhance your success in this position. These skills are:

• A team player – able to collaborate effectively with your colleagues, consistently putting the teams’ goals and interests ahead of personal ones and actively contributing to the wider teams shared objectives.
• Skilled in analysing the appropriate data and KPIs to support and identify themes/ trends to make fact-based decision making
• Strong Organisational Skills and an acute attention to detail.
• Excellent time management skills – the ability to demonstrate exceptional time management skills by efficiently planning and prioritising tasks to meet deadlines.
• Self-Motivation – you exhibit a high level of self-motivation and can take the initiative to identify and tackle challenges proactively.
• You are able to take ownership of your work, ensuring that it aligns with organisational objectives and quality standards.

We are proud to announce that we have officially become a Disability Confident Committed – Level One 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.

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, 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 site amongst many others. You can read more about our benefits here.

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. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.

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