What Jobs are available for Customer Service in Haddington?

Have you ever fallen victim to fraudulent activity on your account? Experienced that heart stopping moment, the feeling in the pit of your stomach when you see unexpected activity on your statement? NatWest Group are looking for customer focused and self motivated individuals to join their Edinburgh team in the fight to protect customers like you and your family from financial harm. You can make a difference

Initially a 12 month temporary assignment with the potential to extend or become permanent, this is an excellent opportunity to make a positive impact in customers lives by identifying and stopping fraudulent activity. Not only can you finish the day knowing you have made a real difference, you will also be generously compensated for the work you do -

• Standard Pay Rate: £13.75 per hour; plus shift allowance payments for working outside core business hours (up to £6.81 p/hr for some shifts).
• Start date: 3rd November 2025
• Location: NatWest Gogarburn, 175 Glasgow Road, EH12 9SB
• You'll work 35 hours over 5 days between the hours of 8am and 10:00pm, Monday to Sunday and will include some bank holidays. We'll discuss your hours in more detail at interview stage.
• First class training provided – Once you are up to speed and consistently achieving the required performance levels, you will be considered for hybrid working where you will be required to be in the office 6 days a month and can work from home the rest of the time.

Key responsibilities:

• You'll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help NatWest's customers remain safe.
• You'll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate.
• You'll be actively participating in initiatives to improve customer service, processes and procedures.

The skills you will need:

• Previous customer service and telephony experience
• Ability to work in an extremely fast-paced environment whilst managing phone calls with the customers to reach a solution
• Excellent written and verbal communication skills
• Excellent attention to detail with the ability to quickly assess information and multi-task
• Strong IT Competency (Microsoft office and data entry) – will be operating across multiple systems and screens whilst on calls with customers
• Ability to work well within a team

Benefits:

• Free access to UnMind – a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing.
• Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services.

Next Steps:

• Complete our short application process today, you will then be invited to completed a multiple choice assessment. If successful you will be invited to complete a recorded video interview containing 3 questions.
• If your application is successful you will be invited to a telephone screening call with a recruiter from AMS.
• Best of luck, we look forward to receiving your application.

Job Types: Full-time, Temporary

Contract length: 12 months

Pay: £13.75 er hour

Benefits:

• Canteen
• Free parking
• On-site gym
• On-site parking
• Transport links

Work Location: In person

We are seeking a remote Travel Customer Service representative to support clients with booking and general travel questions. You’ll ensure customers receive fast, clear, and friendly assistance, all while working remotely.

Responsibilities:

• Assist customers with booking flights, hotels, and transportation.

• Provide clear and friendly support through phone, email, or chat.

• Answer basic travel questions and guide customers to the right options.

• Update reservations and confirm details for accuracy.

• Support the team with day-to-day travel service tasks.

Qualifications:

• Strong communication and customer service skills.

• Comfortable using computers and online booking systems.

• Ability to stay organized and pay attention to detail.

• Friendly, helpful, and patient with customers.

• Previous experience in customer service or hospitality is a plus, but not required.

Job Type: Remote — Full-time or Part-time

Benefits:

• Flexible schedule opportunities

• Work from home

• Training and growth potential

• Supportive team environment

We are seeking a remote Travel Customer Service representative to support clients with booking and general travel questions. You’ll ensure customers receive fast, clear, and friendly assistance, all while working remotely.

Responsibilities:

• Assist customers with booking flights, hotels, and transportation.

• Provide clear and friendly support through phone, email, or chat.

• Answer basic travel questions and guide customers to the right options.

• Update reservations and confirm details for accuracy.

• Support the team with day-to-day travel service tasks.

Qualifications:

• Strong communication and customer service skills.

• Comfortable using computers and online booking systems.

• Ability to stay organized and pay attention to detail.

• Friendly, helpful, and patient with customers.

• Previous experience in customer service or hospitality is a plus, but not required.

Job Type: Remote — Full-time or Part-time

Benefits:

• Flexible schedule opportunities

• Work from home

• Training and growth potential

• Supportive team environment

• Leading, coaching, and motivating a team of customer service representatives to achieve performance targets.
• Managing daily team operations, including scheduling, workload distribution, and performance monitoring.
• Handling escalated customer inquiries and resolving complex issues promptly and effectively.
• Ensuring that all customer interactions are handled professionally, empathetically, and efficiently.
• Training new and existing team members on product knowledge, service standards, and best practices.
• Developing and implementing strategies to enhance customer satisfaction and loyalty.
• Monitoring key performance indicators (KPIs) and providing regular reports to management.
• Identifying areas for process improvement and implementing solutions to streamline operations.
• Fostering a positive and collaborative team environment.
• Maintaining up-to-date knowledge of company products, services, and policies.

• Previous experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Proven ability to lead and motivate a team to achieve service excellence.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using customer service software and CRM systems.
• Ability to manage multiple priorities and work effectively under pressure.
• A positive attitude and a passion for customer satisfaction.
• Experience with training and development of team members.
• Familiarity with the (Industry Specificity, e.g., tech) sector is a plus.

• Lead, mentor, and motivate a team of customer service representatives.
• Oversee daily operations of the customer service department, ensuring efficient service delivery.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Train new hires and provide ongoing coaching and development to team members.
• Monitor team performance, set individual goals, and conduct performance reviews.
• Implement and enforce quality assurance standards for customer interactions.
• Identify trends in customer issues and provide feedback for service improvement.
• Develop and update customer service procedures and documentation.
• Collaborate with other departments to ensure a seamless customer experience.
• Foster a positive and supportive team environment.

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or team lead capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and motivational skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Proficiency with customer relationship management (CRM) software and helpdesk systems.
• Ability to analyze customer feedback and identify areas for improvement.
• Strong organizational and time-management skills.
• Problem-solving aptitude.
• A customer-centric mindset.

Job Description

Contract type: Full-time, Permanent

Location: 1 Broadway Park, South Gyle, Edinburgh

Competitive package: starting salary £24K, 16% pension, 40 days holiday

Next available start date: 12th January 2026

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 of which focuses on meeting and adapting to our clients’ evolving needs:

• interactive investor, the UK’s second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them.

• Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.

• Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

About the Department

Adviser's Client Engagement Hub is a centre of excellence for experience. We have world leading technology driving 'digital first' journeys for our clients. This means not only helping on the platform, but educating clients into using the digital technology first, and being empowered to self-serve. We strive to continue to be innovative and have the technology that allows our clients to do the work that's required without roadblocks.

It’s an exciting time to be joining our team; we’re committed in doing the right thing, first time, for our advisers and customers, so if you have a passion for customer service this is the role for you.

About the Role

• As our customers’ first point of contact, you will be the friendly voice of Aberdeen, providing exceptional customer service, troubleshooting, through our telephony and digital support channels

• You will support outbound calls to our clients, supporting them with actioning requests, updating information and giving support.

• After a period of time, you’ll move to our inbound calls and support a varied number of queries.

• You will receive, listen and promptly respond to customers queries using your expertise, creativity, and passion to meet their needs

• Utilise your digital expertise to support in driving customer adoption and speed of response in driving right first-time resolution

• Maintain experienced knowledge and awareness of the market we operate in, keeping up to date with digital marketplace ensuring expertise are translated into creative solutions

• Championing the Customer by providing valuable feedback to support continuous improvement through route-cause analysis and tracking general patterns

• Reporting issues to IT to reduce failure demand as quickly as possible

• Support our customers in becoming Digital Adopters, being an advocate of our systems

About the Candidate

The ideal candidate will possess the following:

• Proven experience in a customer service role, and can take responsibility for the customers' experience including comprehensive issue resolution

• Digitally savvy, comfortable supporting customers on the phone with strong digital literacy and knowledge

• Excellent verbal and written communication skills and ability to influence key partners

• Very good problem-solving skills - when presented with a customer request can find a solution calmly and optimally

• Excellent organisational skills – has an ability to multitask and sort large amounts of information, record, track and document with detail and accuracy

• Great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly evolving digital environment

Please Note: Initial training will be Monday to Friday, 9am to 5pm, for 8 weeks.

We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.

Our benefits

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs. You can find out more about what we do here .

An inclusive way of working

Whatever way you like to work, if you have the talent and commitment to join our team, we’d like to hear from you.

At Aberdeen we’ve adopted a ‘blended working’ approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.

An inclusive culture , where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements – for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability – please let us know and we’ll be happy to help.

• Lead, mentor, and coach a team of customer service representatives, fostering a positive and productive work environment.
• Set performance targets and monitor team performance, providing regular feedback and conducting performance reviews.
• Handle complex customer escalations and ensure timely and effective resolution of issues.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Train new team members on product knowledge, service standards, and company policies.
• Monitor customer feedback channels (e.g., surveys, reviews) and identify areas for improvement.
• Collaborate with other departments, such as Sales and Logistics, to ensure a seamless customer journey.
• Analyse customer service data to identify trends and insights, reporting key metrics to management.
• Manage team schedules and ensure adequate staffing levels to meet service demand.
• Promote a customer-centric culture throughout the team and organisation.
• Stay up-to-date with industry best practices and emerging customer service technologies.
• Contribute to the development and implementation of new customer service initiatives.
• Ensure compliance with data protection regulations (e.g., GDPR).
• Act as a point of escalation for internal queries related to customer service.
• Drive continuous improvement in all aspects of customer service operations.

• Proven experience in a customer service role, with at least 2-3 years in a supervisory or leadership capacity.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficiency in CRM systems and customer service software.
• Experience in handling customer complaints and escalations effectively.
• Ability to analyse data and generate insightful reports.
• Strong organisational and time-management skills.
• Familiarity with e-commerce operations is a plus.
• Excellent coaching and mentoring skills.
• Ability to work effectively in a hybrid work environment.
• A proactive approach to identifying and addressing customer service challenges.
• Commitment to delivering exceptional customer experiences.
• Relevant certifications in customer service or management are advantageous.
• The ability to remain calm and professional under pressure.