Customer Service Agent

Customer Service Advisor

We are looking for a Customer Service Advisor to join our friendly contact centre team. 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.

As a Customer Service Advisor, you will work in one of several specialist teams, which might include reviewing evidence, responding to letters, handling calls, or assessing video footage — all while following guidelines and ensuring every customer gets the right help.

• 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

• 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

• Hours:
  
  great work‑life balance and only working 1 in 3 Saturdays
• Monday to Friday, shifts between 8am – 8pm
• Enhanced Maternity and Paternity Package (subject to eligibility criteria)
• 25 days annual leave plus bank holidays
• Staff benefits including discounts on high‑street and online shopping, travel, socialising, and wellbeing

We are an equal opportunity employer and 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.

New starters will be subject to clearance through Disclosure Scotland and a Court Decree check. The post holder is expected to keep the Company updated if their personal circumstances change.