Customer Operations - Placing customers at the heart of everything we do.
We place customers at the heart of everything we do.
In Customer Operations we service our customers through a range of channels including mail, email and phone. All with the aim of ensuring the best possible customer experience. To continue or rich heritage we need the very best to join our teams.
We believe that people are our greatest asset and feel it is important you hear from them directly.
Kirsten McCully is one of our Team Managers in the Platform Administration Department and she recently sat down with Emma Gray to share her experience of working in Standard Life Aberdeen.
How long you have been at Standard Life Aberdeen?
I started with Standard Life Aberdeen on the 21st May 2018, so only about 5 months. So far I am really enjoying my role.
What initially attracted you to the role?
The job sounded like it had been made for me! The benefits package was appealing to me plus Standard Life Aberdeen’s reputation made it an easy decision for me to make.
What type of customer service background did you have before joining?
I worked a UK based leading retailer for 7 years in a variety of roles both customer facing and telephony based. This gave me a great insight into customers and their needs. Despite not having previous financial services experience I felt that my passion and expertise for great service could add value to the company and it was great to see their passion for great service, we seemed like a good fit!
What is it like working in your role?
My role can differ from one day to the next, which I like. Some days you are run off your feet with meetings & deadlines, others you can enjoy huddles with the team and focusing on projects or self-development. The variety is what I like.
We deal with financial advisors who represent clients, and a smaller pool of some customer who come directly to us instead of through a financial advisor, it is great engaging with a range of customers and requirements.
What is the working environment like?
We are a sociable bunch, made up of all different ages and backgrounds. We are very work focused and the team love a challenge. We get on well and that is key.
Everybody is very supportive of each other, with lots of honesty and open minds and we dress for the day ahead which is not what many people expect from in financial services.
If we have any meetings, then we would wear business dress or smart clothing. For ‘business as usual’ days, generally we would wear what is comfortable and appropriate for work like jeans and a jumper, a dress etc.
Are there are incentives or gestures for your hard work?
As a thank you for all the work we did for a specific project, we each received a bottle of fizz to take away. We have also been taken out for meals with our Department Manager, drinks and social events.
Our Head of Operations Simon also sends a weekly blog where he calls out individuals for recognition of their personal and work related achievements. This type of engagement works well with the team and we all want one another to do well.
Where do you see yourself in the next two years career wise?
My main passion is supporting people, which is why I became a manager. I would love for roles to become available related to mental health and wellbeing as I think this is a growing area that businesses will adopt in time.
Development opportunities seem to come up regularly with Standard Life Aberdeen, once I feel confident in my current role I would definitely be interested in engagement roles.
We are currently recruiting for Customer Operations specialists to join us in Edinburgh and Glasgow. Take a positive career step with us.
How long you have been at Standard Life Aberdeen?
I started with Standard Life Aberdeen on the 21st May 2018, so only about 5 months. So far I am really enjoying my role.
What initially attracted you to the role?
The job sounded like it had been made for me! The benefits package was appealing to me plus Standard Life Aberdeen’s reputation made it an easy decision for me to make.
What type of customer service background did you have before joining?
I worked a UK based leading retailer for 7 years in a variety of roles both customer facing and telephony based. This gave me a great insight into customers and their needs. Despite not having previous financial services experience I felt that my passion and expertise for great service could add value to the company and it was great to see their passion for great service, we seemed like a good fit!
What is it like working in your role?
My role can differ from one day to the next, which I like. Some days you are run off your feet with meetings & deadlines, others you can enjoy huddles with the team and focusing on projects or self-development. The variety is what I like.
We deal with financial advisors who represent clients, and a smaller pool of some customer who come directly to us instead of through a financial advisor, it is great engaging with a range of customers and requirements.
What is the working environment like?
We are a sociable bunch, made up of all different ages and backgrounds. We are very work focused and the team love a challenge. We get on well and that is key.
Everybody is very supportive of each other, with lots of honesty and open minds and we dress for the day ahead which is not what many people expect from in financial services.
If we have any meetings, then we would wear business dress or smart clothing. For ‘business as usual’ days, generally we would wear what is comfortable and appropriate for work like jeans and a jumper, a dress etc.
Are there are incentives or gestures for your hard work?
As a thank you for all the work we did for a specific project, we each received a bottle of fizz to take away. We have also been taken out for meals with our Department Manager, drinks and social events.
Our Head of Operations Simon also sends a weekly blog where he calls out individuals for recognition of their personal and work related achievements. This type of engagement works well with the team and we all want one another to do well.
Where do you see yourself in the next two years career wise?
My main passion is supporting people, which is why I became a manager. I would love for roles to become available related to mental health and wellbeing as I think this is a growing area that businesses will adopt in time.
Development opportunities seem to come up regularly with Standard Life Aberdeen, once I feel confident in my current role I would definitely be interested in engagement roles.
We are currently recruiting for Customer Operations specialists to join us in Edinburgh and Glasgow. Take a positive career step with us.