Job Description
Who we are
We are a global investment company that helps clients and customers to plan, save and invest for the future. By doing so, we enable our clients and customers to be better investors. Strengthening talent and culture is one of our strategic priorities. We strive to make abrdn 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.
abrdn comprises three businesses, Investments, Adviser and interactive investor (ii), each of which focuses on meeting and adapting to our clients’ evolving needs.
1. Investments manages £368bn of client assets, offering investment capabilities built on the strength of our insights from wide-ranging research, worldwide investment expertise and local market knowledge.
2. Adviser provides financial planning solutions and technology to over half of the UK’s financial advisers, enabling them to create value for their businesses and clients.
3. ii, the UK’s second-largest direct-to-consumer investment platform, helps over 430,000 individual customers to plan, save and invest in the way that works best for them.
Our Client Engagement Hub is a centre of excellence for client experience. We leverage world-leading technology to drive ‘digital first’ journeys for our clients. This involves not only assisting on the platform but also educating clients to use digital technology first and empowering them to self-serve. We strive to remain innovative and provide technology that enables our clients to accomplish their tasks without roadblocks.
It’s an exciting time to join our team. We are committed to doing the right thing, the first time, for our advisers and customers. If you have a passion for customer service and leading high-performing teams, this is the role for you.
Key Responsibilities:
* Leading your team daily, taking ownership of their development to meet critical departmental metrics and standards.
* Coaching, mentoring, and supporting your team to deliver positive customer outcomes.
* Motivating, leading, and empowering your team to provide outstanding customer service.
* Demonstrating a strong passion for client experience and achieving broader business objectives.
* Take an active role in running our Client Service Team, owning and delivering on key performance indicators for our clients.
* Championing and implementing changes to enhance service quality using industry knowledge and modern digital learning trends.
* Developing effective relationships with key partners.
Candidate skills and requirements:
* Proven track record of leading teams in a client service environment.
* Passion for people and customers, with the ability to take accountability and think commercially.
* Experience in developing others through training, mentoring, and feedback.
* Customer service-focused, taking ownership of the customer experience through effective training and support delivery.
* Excellent communication skills, capable of leading engaging training sessions and influencing key partners.
* Strong problem-solving skills with a methodical approach.
* A great team player who is self-motivated and can work independently in a fast-paced, constantly evolving digital environment.
* Proficient in digital literacy and knowledgeable about software, email, and video chats.
We are proud to be a Disability Confident Committed employer. Therefore, 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 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.
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. 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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