Customer Service Advisor
We are looking for a Customer Service Advisor to join our friendly contact centre team in Inverness. In this role, you will support members of the public across a variety of channels: over the phone, email, and in writing — always providing clear, fair, and professional support.
About the role
As a Customer Service Advisor, you will work in one of several specialist teams, reviewing evidence, responding to letters, handling calls, or assessing video footage — all while following guidelines and ensuring every customer gets the right help. This role will become fully remote after 6 weeks of training in our Inverness office. Support and coaching will be given throughout your career to help you move through our development pathways and reach your full potential.
What you will be doing
* Handling inbound and outbound calls with care and clarity.
* Responding to written enquiries with concise, evidence-based replies.
* Processing payments and resolving queries.
* Logging interactions accurately across systems.
* Contributing to a supportive, high-performing team environment.
What we are looking for
* Strong communication skills – both verbal and written.
* Customer service experience in a fast-paced setting.
* Confidence using multiple IT systems.
* A calm, empathetic, and solutions-focused approach.
* Attention to detail and excellent time management.
What's in it for you
* Hours: Great work-life balance, only working 1 in 3 Saturdays.
* Monday to Friday, shifts between 8am – 8pm.
* Office based for the initial 6 weeks training period, then fully remote.
* Enhanced Maternity and Paternity Package (subject to eligibility criteria).
* 25 days annual leave plus bank holidays.
* Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing.
Equal opportunity
We are an equal opportunity employer, which means we consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
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