Senior Technician

Aberdeen; City of Edinburgh; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Technician to enhance customer service within their Client Experience area. This role involves addressing complex technical queries, evaluating and improving service delivery systems, and leading projects for continuous improvement. The ideal candidate will possess strong expertise in Investment Platforms and SIPP products, coupled with excellent analytical skills. This innovative firm offers a supportive environment with extensive benefits, including generous annual leave and a significant employer pension contribution. Join a team dedicated to making a positive impact on clients' investment journeys.

Benefits

40 days’ annual leave

16% employer pension contribution

Private healthcare

Gym discounts

Season ticket loans

Employee discount portal

Qualifications

• Strong understanding of Investment Platforms and Financial Services.
• Expert knowledge of SIPP products and scheme rules.

Responsibilities

• Serve as the key contact for complex technical queries.
• Evaluate systems and recommend enhancements for service delivery.

Skills

Investment Platforms

SIPP Products

Analytical Skills

Customer Service

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 comprises three businesses, Interactive Investor (ii), Investments, and Adviser, each focusing on meeting and adapting to our clients’ evolving needs:

• Interactive Investor: The UK’s second-largest direct-to-consumer investment platform, enabling individuals in the UK to plan, save, and invest in ways that suit them.
• Adviser: Provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.
• Investments: A specialist asset manager focusing on areas where we have strength and scale, capitalising on key market themes through public markets or alternative asset classes.

About The Role

The primary focus of this role is to bring technical knowledge and experience to deliver an enhanced service experience to our customers. The Senior Technician role is within the Client Experience area of the Adviser business, reporting to the Senior Customer Services Team Manager, and is part of a team passionate about providing exceptional service.

The role is based in our Edinburgh offices, located at 1 Broadway Park.

Key Responsibilities

• Be the key point of contact for day-to-day complex technical queries, focusing on customer service, taking ownership to drive cases to completion.
• Regularly evaluate the effectiveness of current systems and controls, recommending enhancements to improve service delivery, streamline processes, and reduce potential complaints and risks.
• Maintain up-to-date technical knowledge in one or more specialist areas and share this knowledge with the team through written and verbal communication.
• Lead various projects, providing detailed technical input to ensure continuous service improvement while adhering to rules and regulations.
• Collaborate within a small team and support the management team in all aspects of service delivery and business support.
• Develop and maintain strong relationships with service suppliers and foster long-term partnerships.

About The Candidate

The ideal candidate will possess:

• A strong understanding of Investment Platforms and the Financial Services industry.
• Expert knowledge of SIPP products, including LTA/LSA, SIPP Protections, etc., with the ability to interpret and explain scheme rules accurately.
• The ability to support, coach, and train team members, demonstrating ongoing development and engagement.
• Knowledge of recent legislation changes and where to refer for future updates.
• Strong analytical skills, with a passion for analyzing and challenging current processes for continuous improvement.

We are proud to be a Disability Confident Committed employer. If you have a disability and wish to apply under the scheme, please notify us in the candidate questionnaire, and our team will support you through the process.

Our Benefits

We offer more than a good salary. Our environment supports learning, involvement, and support. Benefits include 40 days’ annual leave, a 16% employer pension contribution, private healthcare, and flexible benefits like gym discounts, season ticket loans, and access to an employee discount portal.

Our Business

Our focus is on enabling clients to be better investors, structured around three growth areas focused on changing client needs. Learn more about our work here.

An Inclusive Way Of Working

We support a blended working approach, combining office presence with remote work, fostering an inclusive culture that values diverse perspectives. If you need assistance or adjustments during the application process, please inform us, and we will provide support.

We are committed to a workplace that values diversity and fairness, welcoming all backgrounds and identities. Please let us know if you require adjustments due to a disability during your application process.