Location: Glasgow (Hybrid working available following training and probation)
Salary: £26,000
Hours: 35 hours per week
Shift Pattern:
* 8:00am - 4:00pm (3 weeks)
* 12:00pm - 8:00pm (1 week)
* 1 in 4 weekend rota (with a day off in lieu)
The Role
As a Customer Solutions Advisor, you'll work closely with customers who may be experiencing financial difficulties, helping them explore suitable options and agree manageable repayment arrangements.
Key Responsibilities
* Speak with customers via inbound and outbound calls, providing support and guidance in a professional and empathetic manner.
* Understand individual customer circumstances and identify appropriate solutions tailored to their needs.
* Conduct income and expenditure assessments to determine affordable repayment options.
* Negotiate and agree sustainable payment arrangements while ensuring positive customer outcomes.
* Maintain accurate and detailed records of all customer interactions and agreed actions.
* Work towards individual and team objectives while delivering a high standard of customer service.
* Ensure all activities are carried out in line with company procedures and regulatory requirements.
About You
* Previous experience within customer service, contact centre, financial services, or collections environments.
* Excellent communication and listening skills, with the ability to build trust and rapport.
* Comfortable handling sensitive conversations with empathy and professionalism.
* Strong attention to detail and ability to follow established processes.
* Positive, resilient, and solutions-focused approach.
* A willingness to learn and develop within a regulated environment.
Benefits
* 33 days annual leave, including public holidays
* Additional birthday leave
* Discretionary bonus scheme
* Up to 15% employer pension contribution
* Private medical insurance and eyecare support
* Hybrid working following successful completion of training and probation
If you’re passionate about delivering outstanding customer service and helping people find positive solutions, we would love to hear from you. Please submit your CV in confidence.
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