Digital Assistant (Customer Services)

at  abrdn

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
Next available start date: end May 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 support outbound calls to our clients, supporting them with actioning requests, updating information and giving support.
• After a period of time you’ll move to our inbound calls and support a varied number of queries.
• 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 be 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.
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. 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.
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
.
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

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 support outbound calls to our clients, supporting them with actioning requests, updating information and giving support.
• After a period of time you’ll move to our inbound calls and support a varied number of queries.
• 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 system

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 environmen