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Senior Customer Service Advisor

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Brewin Dolphin

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Location:
United Kingdom , Edinburgh

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We have an exciting opportunity to join our Edinburgh team as a Senior Customer Service Advisor on an 18 month FTC basis. This role assists with the day-to-day administration for the Digital Channels Customer Service Team and provides support to senior colleagues and team leader, dealing with various tasks to ensure the smooth running of the team.

Job Responsibility:

  • Handle incoming calls and mail from new and existing customers and resolving queries
  • Communicate with both internal and external customers
  • Input and maintain client data with accuracy onto our systems
  • Monitoring and allocation of email from the Digital Channel Customer mailboxes
  • Monitoring and allocation of workflow tasks
  • Deal with more complex client queries and troubleshoot where required
  • Being the first point of contact for the Customer Service Advisors to escalate any client-related queries
  • Work closely with the Team Leader to ensure tasks are completed with SLA
  • Continuous review and improvement of team procedures and process
  • Produce accurate Management Information to support Head of Digital Customer Service
  • Ensuring client details and information is recorded and maintained correctly on systems
  • Support business development activities
  • Where appropriate to show leadership by volunteering to be champions/ambassadors/specialists/wizards to show commitment to the wider business
  • Handle all aspects of a customer’s journey from account opening to closure or transfer of account and process any requests as needed
  • Prepare and process all new client documentation and amendments
  • Set up and maintain online access and resolve customers queries with online access

Requirements:

  • Previous Financial Services Administration / Customer service experience
  • Confident using Microsoft Office (Word, Excel, Outlook and Teams) as well as the ability to adapt to new systems, and various web-based packages
  • Ability to prioritise multiple administrative tasks in a high paced, stressful environment
  • Adaptable to change
  • Strong organisational, follow through, attention to detail and problem-solving skills
  • Good attention to detail, maintaining accuracy when completing written and numerical based tasks
  • Proven ability to work and communicate with varying levels of seniority
  • Ability to take initiative, function independently, unsupervised and work as a team player
  • Clear and concise communication skills – oral and written

Nice to have:

  • Previous Front and Back-office experience within Financial Services and Wealth Management
  • Professional qualifications or willing to work towards qualifications relevant to the role
What we offer:
  • Leaders who support your development through coaching and managing opportunities
  • Opportunities to work with the best in the field
  • Ability to make a difference and lasting impact
  • Work in a dynamic, collaborative, progressive, and high-performing team

Additional Information:

Job Posted:
March 03, 2026

Expiration:
March 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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