Customer Operations Team Manager

Aberdeen; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading investment firm in Edinburgh is looking for a Call Centre Operations Lead to manage inbound and outbound calls while mentoring teams. The role demands proven leadership in a contact centre and a passion for exceptional customer service. Responsibilities include performance management and continuous improvement of customer engagement strategies. Join us to make a positive difference in clients' lives.

Benefits

40 days annual leave

16% employer pension contribution

Discretionary performance-based bonus

Private healthcare

Gym discounts

Season ticket loans

Employee discount portal access

Qualifications

• Proven experience leading teams in a contact centre environment.
• Ability to take accountability and deliver exceptional customer experiences.
• Strong track record in developing others through coaching.

Responsibilities

• Lead and inspire your team driving performance to meet metrics.
• Mentor team members for positive customer outcomes.
• Motivate your team to provide outstanding service.

Skills

Leadership in contact centre

Passion for customer service

Coaching and mentoring

Strong communication

Analytical problem solving

Team collaboration

Education

Financial Exams (RO1/FA2)

Job description

Job Description

At Aberdeen, our ambition is to be the UK’s leading Wealth & Investments group.

Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen 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.

We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.

Aberdeen’s Three Businesses

• Interactive Investor – the UK’s second largest direct‑to‑consumer investment platform enables individuals in the UK to plan, save, and invest in the way that works for them.
• Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.
• Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

About the Department

Our Client Engagement Hub is a centre of excellence for experience and education, powered by world‑leading technology and a digital‑first approach. We’re here to support advisers and customers on our platform service, ensuring every interaction is seamless, informative, and impactful.

Service is extremely important to us at Aberdeen and working in our Client Engagement Hub Telephony area gives a chance to support and deliver on a number of our customer journeys.

About the Role

Our Client Engagement Hub’s Call Centre Operations specialises in handling a large volume of inbound and outbound calls, answering client and adviser calls, and troubleshooting problems with products or services. It’s an exciting time to join us as we launch new products and transform how our Contact Centre operates. If you’re passionate about doing the right thing for clients and leading teams to deliver exceptional service, this is the role for you.

Key Responsibilities

• Lead and inspire your team every day, driving performance and development to meet critical metrics and standards.
• Mentor and coach team members to deliver positive outcomes for customers and advisers.
• Motivate and empower your team to provide outstanding service across multiple channels.
• Take ownership of client experience and contribute to wider business objectives.
• Play an active role in running the Hub, delivering on key performance indicators and driving continuous improvement.
• Champion change and innovation, using industry insights and digital learning trends to enhance service quality.
• Build strong relationships with key stakeholders across the business.

About the Candidate

The ideal candidate will possess the following:

• Proven experience leading teams in a contact centre environment.
• A passion for people and customers, with the ability to take accountability and commitment to delivering exceptional customer experiences.
• Strong track record in developing others through coaching, training, and feedback.
• Excellent communication skills, able to lead engaging sessions and influence stakeholders.
• Analytical and problem‑solving skills with a structured approach.
• A collaborative team player who thrives in a fast‑paced, evolving digital environment.
• Financial Exams (RO1/FA2) are required for this role, so you will need to provide either evidence of completion of exams or interest in completing these exams.

Legal & EEO

This is a Certified Role under the Senior Managers and Certification Regime.

We are proud to be a Disability Confident Committed employer. 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. 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. You can read more about our benefits here.

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. You can find out more about what we do here.

Inclusive 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 Aberdeen 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.