• Customer Service Advisor - Contact Centre & Investor Services

    Job Locations UK-Edinburgh
    # of Openings
    Position Type
    Permanent Full-Time
  • Role Description

    A member of high performing Contact Centre team dedicated to being first point of contact for customer enquiries providing an excellent level of Customer Service that exceeds expectations.


    Team player who supports the management team in delivering Guaranteed Service Standards within internal, external and regulatory frameworks.  Work will include handling customer enquiries including web chat, telephony, complaints and processing Investor Servicing Administration.


    Hours of Work:

    40 hour week. Flexible Shift patterns will operate.

    Operating Hours are 8am – 6pm – Monday to Friday and 9am-1pm on a Saturday.


    Role Responsibilities:

    • Customer – dealing with queries via web chat, email, telephone and post to customer’s satisfaction.
    • Compliance – ensure all contacts logged in line with our internal controls and compliance checks applied where necessary.
    • Complaints – ensure Complaints dealt within 24hrs if possible and if not regulatory FCA process is followed.
    • Service Delivery - ability to manage own workload within a demanding environment and ensure your allocated workflow items are administered within Service Level Agreements and Key Performance Indicators are attained.
    • Working with Others – work with team mates and other departments to ensure customer queries dealt with promptly.
    • Training & Competency – training will be provided across agreed disciplines with regular assessments and discussion relating to Competency attained and quality of outputs.
    • Performance Management - your Team Manager will hold regular 1.1 discussions with you; it is your responsibility to own and demonstrate attainment of performance targets.
    • Continuous Improvement - once knowledge attained across our procedures and disciplines look for opportunities to improve our processes in order to improve the customer experience.
    • Personal Development - take ownership of own development ensuring Training and Development Plan in place to meet career aspirations.
    • Other Tasks - undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the company.   


    Experience Required

    • An individual who is passionate about customer service, an excellent communicator who has good listening skills and can handle varying work requirements at any given time and is keen to be multi skilled rather than one dimensional.
    • Ability to remain calm under pressure and prioritise workloads to meet deadlines and demand, someone who has an eye for detail and takes pride in quality of work they process.
    • Team player who is driven and is determined to make a difference. An individual who can work on their own initiative but also enjoys being part of a team.  
    • Experience of Web-Chat, Complaint Management and Investor Servicing Administration would be beneficial.
    • Experience of working in a Contact Centre environment.
    • Financial Services experience is welcome but not essential.
    • Has handled process administration tasks as well as telephony.


    • Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.
    • Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority.
    • We provide significant financial rewards for high performing individuals.
    • We provide global career opportunities for our best employees at any of our offices in the UK, Czech Republic, Australia or New Zealand.

    About FNZ

    FNZ is the market leading provider of technology and administration services to major financial institutions in the platform and wealth management sectors across the globe. We partner with life companies, banks, asset managers and discretionary wealth managers to enable them to develop and distribute financial products and services to their customers across all major distribution channels.


    FNZ has a strong blue-chip customer base including Standard Life, Axa Wealth, JP Morgan, HSBC, AMP, National Australia Bank, Bank of New Zealand, Friends Life, UBS, Zurich Financial and Close Brothers Asset Management. It has helped these customers grow to over £50 billion of platform assets in aggregate. FNZ now employs over 700 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Wellington and Sydney.


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