Customer Service Executive (Voice)

TL;DR

Customer Service Executive (Voice): Handling customer and adviser queries via phone and email for a savings and investments firm with an accent on problem-solving and digital adoption. Focus on resolving complex queries, supporting vulnerable customers, and optimizing customer journeys.

Location: Hybrid working based in Stirling or Edinburgh (UK); up to 3 days a week at home.

Company

A long-standing savings and investments firm with over 175 years of heritage in asset management and insurance.

What you will do

• Handle customer and adviser queries via phone and email with a focus on first-time resolution.
• Guide users through Digital Account journeys to increase digital adoption.
• Identify and report repeat problems to help prevent future customer issues.
• Support customers transacting without advice, ensuring correct risk warnings are provided.
• Recognize and provide empathetic support to vulnerable customers.
• Manage risk responsibly and maintain competency according to T&C Governance schemes.

Requirements

• Previous customer service experience (contact centre experience is a plus).
• Strong communication and listening skills to build rapport with customers.
• Ability to explain complex information clearly without using jargon.
• High attention to quality, accuracy, and ethical standards.
• Availability for rotating shifts between 8:30 am and 5:30 pm.

Culture & Benefits

• Valuable pension scheme with total contributions of 18%.
• 38 days of annual leave including bank holidays, with options to purchase more.
• Market-leading "Inspiring Families" policy with comprehensive paid parental leave.
• Health & Protection cover, including private healthcare and life assurance.
• Inclusive culture with employee-led networks and flexible working arrangements.