Customer Contact Centre Advisor

People First; Glasgow; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Recognition awards

Refer-a-friend scheme

Annual leave 25 days (28 with service)

10% employer pension contribution

4x group life cover

Cycle-to-work scheme

EV scheme

Private Healthcare

Hybrid model with up to 3 remote days

Job summary

Scottish Friendly in Glasgow City Centre is recruiting for a customer-focused role. You will speak with customers by phone and email, resolve policy queries, update records, and learn our products and processes within a supportive team.

No prior contact centre experience is required; what matters is attitude, willingness to learn and commitment to customers. Hybrid working becomes available after six months of successful performance.

Qualifications

• Experience in customer-facing roles is valued but not required.
• Willingness to learn new systems, processes and product knowledge.
• Ability to learn and apply policies accurately and efficiently.

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.

Skills

Customer service

Communication

Relationship building

Teamwork

Reliability

Job description

Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?

Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.

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.

With assets under management of over £4.2bn and more than 853,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.

We support life inside and outside work, offering:

• Recognition awards: Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.
• Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.
• Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.
• Supporting the future: 10% employer pension contribution, 4 x group life cover.
• Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme* and travel loans.
• Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.
• Hybrid model with up three remote days per week, totaling 35 hours per week Monday to Friday.

We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.

16 Blythswood SquareGlasgowG2 4HJUnited Kingdom