Customer Contact Centre Advisor

Scottish Federation of Housing Associations; Glasgow; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

34 days holidays

Holiday buy/sell

Training support

Sick pay

Long service awards

Family friendly policies

Cycle to work

Career breaks

Employee assistance programme

Job summary

Bield Housing & Care in Glasgow is seeking a friendly and professional Customer Contact Services representative to be the first point of contact for customers. You will handle calls and emails, directing enquiries to the right teams and ensuring a swift, accurate outcome.

This is a hybrid, full‑time role of 35 hours per week, offering a competitive salary (£27,607–£30,504 FTE) and generous holidays, with training, development opportunities and family friendly policies.

Qualifications

• Excellent verbal and written communication and interpersonal skills.
• Ability to communicate efficiently with customers and colleagues.
• Familiar with MS Office and digital platforms; organised and responsive.

Responsibilities

• Be the first point of contact, handling calls and emails.
• Direct enquiries to the right teams and ensure timely outcomes.
• Maintain accurate information records and support across the organisation.
• Provide friendly, professional customer service in a hybrid environment.

Skills

Communication skills

Telephone manner

MS Office proficiency

Customer service experience

Teamwork

Tools

MS Office Suite

Job description

New opportunity for Customer Contact Services team in Glasgow!

Bield is one of the largest providers of housing and support services to older people in Scotland. We value kindness above all and, at Bield, you will have a unique opportunity to have a positive impact, making it possible for more people to live their best lives, at home, surrounded by a supportive community. If you share our values, we’d love for you to join our team and help us on our journey.

We’re looking for a friendly and professional individual to join our small, dedicated Customer Contact Services team. In this role you’ll be the first point of contact, the voice of Bield - handling calls and emails, making sure enquiries reach the right place quickly and smoothly. This is not a typical call centre environment. You’ll be part of a close-knit team where customer service is personal, supportive and solution focused. You’ll deal with a wide variety of enquiries including housing applications, repairs requests and general customer queries, working closely with colleagues across the organisation to help customers get the right outcome.

If you enjoy working with people, have strong communication skills, are familiar with digital workplace tools and can stay organised in a busy environment, this could be a great opportunity to develop your career in housing and customer service.

Working hours are 35 hours per week, working 9.00 am - 5.00 pm, Monday – Friday, on a Hybrid working basis (specific arrangements to be discussed at interview stage).

We Offer:

• A competitive salary, which is reviewed annually
• Opportunity to work flexibly
• Excellent holidays of up to 34 days each year (pro rata for part-time employees)
• Option to buy or sell holidays each year
• On-the-job and work-related training as well as opportunities to receive support for vocational qualifications
• Occupational Sick Pay
• Long Service Awards
• Family Friendly Policies
• Cycle to Work Scheme
• Career breaks
• Employee Assistance Programme

Role requirements:

The ideal candidate will have excellent verbal and written communication and interpersonal skills as you will be required to communicate efficiently and responsively with a wide range of customers, external partners and colleagues across the organisation. You will have an excellent telephone manner, word processing skills and the ability to accurately collate and record information.

Candidates should have a strong belief in providing a high-quality customer service as well as the ability to work as part of a team.

The successful candidate will be familiar with MS Office applications and utilising digital platforms in their role. You will ensure adherence to relevant policies, procedures, regulations and legislation relating to health and safety and equality and diversity as well as compliance with GDPR and FOI Legislation.

If you require this information in an alternative format, please contact our HR Team on 0131 273 4020 or email us on [e-mail].

Disability Confident

Bield is a proud disability confident accredited employer. As users of the disability symbol, we guarantee to interview all disabled applicants who meet the vacancy minimum criteria. In order to help you succeed, we will make all required reasonable adjustments to facilitate your inclusion during our recruitment and selection process. Adjustments will vary from person to person; if you wish to discuss how Bield can support you throughout the recruitment process, please email [e-mail] and a member of the team will get in touch.

This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application.

Bield Housing & Care Scottish Charity SC006878 I Property Factor PF000146

Closing date for applications

Sunday 15th February 2026, 23:59

Full salary & employment details

Full‑time, permanent role, 35hrs per week Mon‑Fri; Glasgow, G4 9XA, Hybrid working; £27,607 to £30,504 FTE