We're recruiting for a Customer Relations Advisor on behalf of a dynamic and growing financial services organisation that's reshaping how members engage with savings, loans, and mortgages through a mobile-first approach. This is a full-time, office-based role in Glasgow, working Monday to Friday, 9am–5pm.
The organisation is focused on improving financial wellbeing and offers a broad product suite, from B2B employer programmes to a full-service mobile app. As part of their ongoing transformation, they're looking for someone who can help deliver best-in-class service and support across their member journey.
What You'll Be Doing:
In this customer-facing role, you'll be a key voice for the organisation, supporting members with complex queries and mentoring first-line colleagues. You'll work across the full product lifecycle, balancing empathy with sound judgement to deliver fair outcomes and excellent service.
Your responsibilities will include:
* Supporting members via digital and traditional channels across savings, loans, and mortgage products.
* Making informed decisions that balance customer needs with business risk.
* Mentoring first-line support colleagues and contributing to operational excellence.
* Handling risk-based transactions securely and efficiently.
* Ensuring compliance with Consumer Duty, Customer Wellbeing, and Vulnerability policies.
* Championing service excellence and helping drive performance across KPIs.
What We're Looking For:
* Chartered Banker complaint handling certificate (or willingness to obtain).
* Customer-facing experience, ideally in financial services or regulated environments.
* Strong communication, admin, and decision-making skills.
* Comfortable working across omni-channel platforms.
* Experience with complaints or bereavement support is a plus.
* Tech-savvy, resilient, and solutions-focused.
* Curious, adaptable, and eager to improve processes.
If this sounds of interest, please reach out for more details at laurie.-