Job Description
Digital Assistants
Contract type: Full -time, Permanent
Location: Edinburgh City Centre (Please note we are moving to the Gyle in mid-November)
Competitive package: starting salary £24K, 16% pension, 40 days holiday
Start date: September 2023
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.
Our 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 passionate about doing the right thing – first time - for our advisers and customers, and if you are too, 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 world-class customer service, troubleshooting, through our telephony, webchat and digital support channels
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 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
What we're looking for:
Digitally savvy with experience supporting customers via phone, e-mail, web and video chat providing real time support
Customer service focused, who takes responsibility for the customers' experience including comprehensive issue resolution
Good problem solving skills - when presented with a customer request can find a solution calmly and optimally
Organisation 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
Digital literacy and knowledge (software, email, video chats)
Excellent verbal and written communication skills and ability to influence key partners
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.
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.
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 abrdn 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 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.