Customer Service Adviser - Dundee

• JOB TITLE: Customer Service Advisor- Permanent
• SALARY: £24,539
• LOCATION: West Marketgait, Dundee .
• HOURS: Full-time at 35 hours
• WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this Opportunity

We’re passionate about making a difference to our customers lives and we need people who share the same vision.

As an Embark Customer Service Advisor, you’ll be responsible for:

• Answering inbound calls in a polite a polite, courteous and timely manner from both direct customers and Independent Financial Advisers.
• Assisting customers with their accounts, updating/changing personal details, organising password resets, helping unlock accounts.
• Advising the client how to add or withdraw funds and providing guidance on our platform.
• Recording customer interactions to ensure an accurate audit trail is available.
• Always striving to provide a solution for each customer.

Our advisers need to build an instant rapport and be comfortable having a range of meaningful interactions ensuring a positive outcome, whilst delivering a memorable customer experience through every touch point.

In order to build strong relationships every day, we need to adapt to our customers’ needs and communicate in a way that works for them. As a trusted adviser you’ll strive to improve standards for our customers, looking for ways to make their lives easier and taking the stress out of retirement.

About us

Embark Group is one of the largest retirement solutions providers in the UK. Operating from seven offices across the UK we work closely with financial advisers and leading financial institutions to help them deliver long-term savings and investment solutions to their customers. 

We’re a technology-led business that provides an investment platform and a wide range of digital investments, pensions and workplace solutions. Embark has continuously been recognised by the WealthTech100 as one of the most innovative financial technology companies in 2019, 2020 and 2021. 

Embark is part of Lloyds Banking Group, a leading UK based financial services group providing a wide range of banking and financial services, focused on personal and commercial customers with a clear purpose; to help Britain prosper. With more than 58,000 colleagues and 26 million customers, the Group operates through household names including Lloyds Bank, Halifax, Bank of Scotland and Scottish Widows.

What you’ll need

Delivering excellence is no easy task, particularly when you’re transforming a business. So, we’re looking for someone with the right experience and behaviours to join our team. The ‘DNA’ we look for starts with high proactivity and tenacity, the desire to deliver service excellence, attention to detail and a passion for both innovation and continuous improvement. As well as this, you’ll need to have:

Experience of working in a call / contact centre environment and / or financial services experience.

Excellent verbal, written and interpersonal communication skills. 

Outstanding customer service skills and dedication to providing exceptional customer care. 

Must be self-motivator and self-starter. 

Focus on quality and customer service.

Exceptional listening and analytical skills

 About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 22 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more.