Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.
Through telling it like it is, owning it now, and moving it forward together with care and integrity, we are creating an exceptional place to work for exceptional talent.
We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.
So… What’s This All About?
We’re looking for a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset – the person customers and advisers are very glad they spoke to today.
You’ll be part of a multi‑talented team whose entire purpose is making customer life easier. From welcoming new customers to tackling complex “how on earth do I…?” queries, you’ll be there to untangle, explain, reassure and resolve: a problem‑solving superhero with capes optional.
The Voice Team Vibe
You’re on the frontline – influencing digital adoption, guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted.
You’ll handle phone and email.
And your secret superpower? Figuring out why someone is really calling – then fixing it properly so they don’t need to call back.
What You’ll Actually Be Doing
* Explaining stuff clearly, calmly, and without drowning anyone in jargon
* Showing customers and advisers how to use Digital Account journeys
* Spotting repeat problems and helping stop them happening again
* Supporting customers who choose to transact without advice – clearly, fairly, and with the right risk warnings
* Recognising vulnerable customers and giving them thoughtful, appropriate support
* Handling complaints with empathy, confidence and professionalism
* Achieve and maintain competency in accordance with the T&C Governance scheme
* Keeping your pensions knowledge fresh and processes tidy
* Managing risk responsibly and raising flags when something doesn’t look quite right
* Working closely with teammates who value collaboration over ego
You’ll Probably Love This Role If…
* Have customer service experience (contact centre is a bonus)
* Genuinely enjoy helping people, not just “handling queries”
* Can build rapport without forcing it
* Like fixing things properly the first time
* Care about quality, accuracy, and doing the right thing
* Enjoy learning, improving, and getting a little better every week
Where & When You’ll Work
* Office base: Edinburgh or Stirling
* Hybrid working – up to 3 days a week at home
* Full‑time only
* Monday–Friday, between 8:30am and 5:30pm
* Rotating shifts:
o 8:30am – 4:30pm
o 9:00am – 5:00pm
o 9:30am – 5:30pm
What We Offer
* A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions
* Access to Share Save and our Share Incentive Plan, plus financial wellbeing and support services
* 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy
* A market‑leading Inspiring Families policy including paid parental leave covering maternity, adoption, surrogacy, and paternity leave
* Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options
Diversity & Inclusion
We have a diverse workforce and an inclusive culture underpinned by our policies and employee‑led networks. We welcome candidates of all backgrounds and those returning from military service or career breaks. We are also proud to be a Disability Confident Leader and welcome applications from candidates with long‑term health conditions, disabilities, or neuro‑divergent conditions.
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