Customer service advisor

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, Australia, South Africa and Mexico. Our ‘right shore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job title: Customer Service Advisor

Location: Glasgow (Permanently Onsite)

Job Description

In this role you will support customers across specialist finance journeys, including Voluntary Termination and Total Loss. This involves assisting customers who wish to end their agreement under their statutory right to Voluntary Termination, as well as handling inbound contact on the Total Loss line, where vehicles have been written off following an accident or incident. The role includes liaising with customers and insurance companies, explaining outcomes clearly, and providing accurate settlement figures to support timely and compliant resolution. The role focuses on clear, compliant customer conversations, accurate processing, and a consistent end‑to‑end journey.

The role sits within Customer Financial Assistance & recoveries, supporting Hire Purchase (HP) and Personal Contract Purchase (PCP) agreements. It combines telephony, follow‑up case work and process work, often handling sensitive and complex conversations.

Key Responsibilities

• Handle inbound calls from customers enquiring about Voluntary Termination.
• Clearly explain VT, eligibility, and what it means for the customer under the Consumer Credit Act.
• Explain potential liabilities such as arrears, damage, or excess mileage.
• Provide clear next steps and manage customer expectations.
• Identify vulnerability or financial difficulty and follow CFA guidance.
• Accurately tag and progress VT requests.
• Issue and explain VT documentation in line with group guidance.
• Process request
• Manage follow‑up queries, vehicle collection activity, supplier liaison.
• Maintain accurate system notes, comply with guidance, and support complaint identification.

Skills & Success Measures

• Strong customer service skills and confidence handling sensitive conversations.
• Ability to explain financial and legal information clearly and accurately.
• High attention to detail across systems and processes.
• Confidence explaining financial products, statutory rights, and liabilities.
• Ability to work accurately across multiple systems and manage detailed process requirements.
• Awareness of vulnerability and financial difficulty, with the ability to handle such conversations appropriately.
• Minimum 6+ months of experience in financial Services- Preferred