Customer Contact Centre Advisor

Scottish Friendly; Glasgow; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Scottish Friendly in Glasgow is seeking a Customer Service Advisor to support customers by phone and email, resolving policy and account enquiries and updating records. The role offers hybrid working after six months and provides comprehensive training.

No prior contact centre or financial services experience is required; the emphasis is on attitude, willingness to learn, and commitment to customers as you build expertise over time.

Qualifications

• No prior contact centre or financial services experience required.
• Attitude, commitment to customers and willingness to learn are valued.
• Ability to learn products, systems and processes.

Responsibilities

• Speak with customers by phone and email.
• Help resolve policy and account enquiries.
• Update customer records accurately.
• Learn our products, systems and processes.
• Take ownership of customer queries through to resolution.
• Work closely with a friendly and supportive team.

Job description

Customer Service Advisor

Glasgow City Centre | £24,500 | Monday to Friday shifts between 8.30 - 5.30

No week day holidays during December due to training (except bank holidays of 25th, 28th , 1st & 4th Jan)

Hybrid working available after 6 months (and successful competence in role assessment)

Looking for a career change into a stable, long-term role?

At Scottish Friendly, we're looking for people who enjoy helping others, value being part of a supportive team, and want to build expertise in a role they can grow into over time.

This role may particularly appeal to people who are established in their current role but are looking for a change of direction, better work-life balance, greater job security, or the opportunity to build a long-term career in financial services.

You don't need previous contact centre or financial services experience. What matters most is your attitude, commitment to customers and willingness to learn.

• Enjoy helping people and building relationships
• Take pride in doing things accurately and thoroughly
• Value stability, consistency and being part of a team
• Are looking for a role where you can develop expertise over time
• Appreciate clear expectations, support and structured development
• Have a track record of reliability and commitment in previous roles
• Are comfortable learning new systems, processes and product knowledge

What you'll do

• Speak with customers by phone and email
• Help resolve policy and account enquiries
• Update customer records accurately
• Learn our products, systems and processes
• Take ownership of customer queries through to resolution
• Work closely with a friendly and supportive team

A note about training and learning

We believe in being honest about the role.

We're not looking for people who know everything from day one. We're looking for people who are willing to learn, ask questions, support their colleagues and steadily build confidence over time.

In return, we'll provide comprehensive training, ongoing coaching, experienced mentors and a supportive team environment to help you succeed.

Who might this role suit?

You may come from retail, hospitality, admin, healthcare, education, customer service, public sector or any environment where helping people, following processes and working as part of a team were important.

Contact centre experience can be helpful, but it isn't essential.

Why this role?

Many of our colleagues stay with us because they value being part of a supportive team, having clear expectations, developing specialist knowledge and working for an organisation that genuinely cares about its people and customers.

If you're looking for stability, support and the opportunity to build a long-term career with a trusted organisation, we'd love to hear from you.