Customer Service Representative

FNZ; City of Edinburgh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global FinTech leader is seeking a Customer Operations Representative in Edinburgh. This role involves providing exceptional customer service, handling requests, and maintaining compliance while fostering positive relationships. Ideal candidates are customer-focused, confident, and eager to learn, with communication skills and problem-solving abilities. Competitive salary and excellent benefits are offered, along with opportunities for career progression in a hybrid working environment.

Benefits

Competitive salary

Ongoing training and structured career development

Private medical and life insurance

Opportunities for global mobility

Diverse, inclusive, and supportive culture

Qualifications

• Customer-focused, confident, and process-driven.
• Previous office or financial services experience is desirable but not essential.
• Enthusiasm to learn.

Responsibilities

• Handle customer requests through mail, email, and phone.
• Identify and investigate issues to find root causes.
• Build strong relationships with customers through communication.
• Maintain accuracy and compliance across all transactions.
• Keep up with legislative, product, and process updates.
• Support team goals and contribute to collaboration.

Skills

Strong verbal and written communication skills

Solid customer service experience

Problem-solving ability

Ability to manage workload

Ownership and passion for customer outcomes

Competence with multiple software applications

Tools

Word

Excel

Job description

Customer Operations Representative

9 month FTC | Edinburgh | Hybrid | £Competitive + excellent benefits + career progression

Are you passionate about delivering great customer service and looking to build a career in financial services? Do you enjoy problem-solving, working with people, and making a positive difference in customers’ lives?

We’re looking for a Customer Operations Representative to join FNZ in Edinburgh, where you’ll play a key role in supporting our customers, updating portfolios, and ensuring every interaction delivers the exceptional service FNZ is known for.

What you’ll be doing:

As part of our Customer Operations team, you’ll handle requests that come through mail, email, and phone, ensuring customers receive accurate and timely support. You’ll keep up to date with legislative, product, and process changes while helping to improve the customer experience every day.

Your responsibilities will include:

• Processing customer requests across portfolios, wraps, and bonds
• Identifying and investigating issues to find root causes, escalating or resolving as needed
• Building strong relationships with customers through clear, confident communication
• Maintaining accuracy and compliance across all transactions
• Keeping up with legislative, product, and process updates
• Supporting team goals and contributing to a culture of collaboration and service excellence

What we’re looking for:

You’ll be customer-focused, confident, and process-driven. Previous office or financial services experience is desirable but not essential – what matters most is your ability to deliver great service and your enthusiasm to learn.

Key skills and attributes:

• Strong verbal and written communication skills
• Solid customer service experience (face-to-face, phone, or digital)
• Problem-solving ability – getting to the root cause and taking action
• Ability to manage your workload and meet deadlines
• Ownership, pride, and passion for delivering great customer outcomes
• Competence with multiple software applications (Word, Excel, etc.)

Why join FNZ?

At FNZ, you’ll be part of a global FinTech leader that values its people, culture, and impact.

We offer:

• Competitive salary
• Ongoing training and structured career development
• Hybrid working and flexibility to support work-life balance
• Private medical, life insurance, and a range of benefits
• Opportunities for global mobility across FNZ offices worldwide
• A diverse, inclusive, and supportive culture driven by The FNZ Way

Ready to start your career journey in financial services?

Apply now to join FNZ as a Customer Operations Representative.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with the world’s leading financial institutions, with over US$2.2 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.