Job Title: Customer Service Representative Location: Glasgow Head Office Contract Type: Multi* Working Hours: 37.5 Hours Per Week Salary: £24,969 - £27,132 Total Salary (Experience Dependant) Overtime *This is not an active vacancy but a talent pool for future opportunities within our helpdesk teams. By applying, you are registering your interest in being considered for upcoming roles as they become available. We hire for dayshift, backshift, and nightshift positions, offering opportunities at both entry-level and senior levels. Senior roles are reserved for experienced Customer Service Representatives, with salaries based on the specific position. Backshift colleagues must be available to work until 10pm. As vacancies arise, our internal hiring team will review applications and reach out to candidates whose skills and experience match our requirements. Further details will be provided during the telephone screening process. The role will involve answering inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently, all customer related faults and enquiries. You will monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines. Key Responsibilities: Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem. Ensure the accurate input of data and the completion of all relevant fields throughout each call. Liaise with Engineers to prioritise calls enabling swift response times. Manage after call activities to effectively manage workload and service levels. Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues. Qualifications / Experience: Experience in a similar customer service-based role is desirable but not essential. The ideal candidate: Visibly demonstrate enthusiasm and positive behaviour. Represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues. Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team. What We Offer: At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered. Our benefits include: 33 Days Holiday (Inc. Bank Holidays) Private Pension HealthShield Cashback Plan - Reclaim part of your dental/optical costs. OneCity – Employee Discount Platform Employee Value Awards up to the value of £250 Access to Costco Personal Membership Subscription Mental and Physical Health Services (Wisdom, Thrive, SkinVision) Electric Car Scheme (Criteria Applies) First Bus Commuter Club – Discounted Bus Travel