Customer Relations Advisor
Location: Glasgow City Centre (office-based)
Contract: Permanent, full-time
Hours: Monday to Friday, 9:00 AM – 5:00 PM
Salary: £29,000 per annum
Join a purpose-driven financial services organisation that’s reshaping how people experience customer service. We’re on a mission to improve our members’ financial wellbeing through innovative products, partnerships and a mobile-first approach that puts their needs at the heart of everything we do.
About the Role
As a Customer Relations Advisor, you’ll play a key role in delivering excellent service and supporting both our members and our internal teams. Acting as a second-line support, you’ll handle more complex member enquiries, offer guidance to the front-line team, and help maintain high standards across all service areas.
You’ll take ownership of your workload, using bespoke systems and processes to deliver accurate, secure, and timely outcomes. Every day will bring new challenges and opportunities to make a difference — whether you’re solving problems, mentoring colleagues, or helping to improve how we work.
What You’ll Do
• Provide direct support to members across multiple digital and traditional communication channels.
• Handle complex cases, using sound judgement to balance member needs and business risk.
• Mentor first-line colleagues, sharing knowledge and supporting the operational leadership team.
• Deliver outstanding customer service and ensure fair outcomes in line with company policies.
• Influence the team to achieve performance and quality standards.
• Complete secure, risk-based transactions accurately and efficiently.
• Manage multiple tasks in a customer-focused, compliant and timely manner.
• Contribute to continuous improvement by identifying smarter, more effective ways of working.
What We’re Looking For
• Experience in a second-line or senior customer-facing role, ideally within financial services or a similar environment.
• Strong administrative, communication and reasoning skills, with excellent attention to detail.
• A passion for service excellence and digital-first solutions that drive member satisfaction.
• Logical thinking and the ability to simplify complex situations.
• Resilience, motivation and the ability to stay positive and constructive, even when challenges arise.
• Confidence in handling difficult situations and resolving conflict with empathy and professionalism.
• Comfort with technology and an eagerness to embrace new systems and processes.
• A fast learner who enjoys sharing knowledge and helping others succeed.
• Willingness to obtain the Chartered Banker Certificate in Complaint Handling (support provided).
Why Join Us
You’ll be part of a supportive, forward-thinking team that values innovation, collaboration and continuous improvement. We’re transforming how we deliver financial services — and you’ll have the opportunity to shape that journey.
If you’re passionate about helping people, skilled at solving complex problems, and want to work in an organisation that truly makes a difference, we’d love to hear from you.
Apply today and help us create a smarter, more human approach to financial wellbeing.