Customer Service Advisor

Scottish Friendly; Glasgow; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Comprehensive training and support

Friendly team environment

25 days annual leave + 8 bank holidays

Job summary

Scottish Friendly invites you to join their Glasgow team as a customer service representative. The role is based in Glasgow city centre with hybrid working after you are signed off as competent.

Standard hours are Monday to Friday 8:30am–5:30pm, with comprehensive training and ongoing coaching to support your growth. You’ll handle customer inquiries by phone and email, using internal systems to update records, and you’ll join a friendly, close-knit team committed to excellent service.

Qualifications

• Enjoy speaking with customers and building rapport over the phone.
• Are calm, friendly and professional, even when conversations are challenging.
• Care about doing the right thing for customers.
• Are comfortable spending most of the day on calls.
• Can use computers confidently and follow processes accurately.
• No contact centre or financial services experience is required — full training is provided.

Responsibilities

• Speaking with customers by phone and handling a variety of enquiries
• Responding to emails
• Listening carefully and providing clear, accurate information
• Taking ownership of customer queries and seeing them through to resolution
• Using internal systems to update customer records accurately
• Working as part of a supportive, close‑knit team
• Learning our products and processes through full training and coaching

Skills

Customer service

Phone etiquette

Active listening

Problem solving

Computer skills

Tools

CRM systems

Internal systems

Job description

Overview

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.

Location: Glasgow city centre office
Hours: Monday to Friday between 8.30-5.30
Hybrid working: Available after sign‑off as competent
Job type: Full‑time, permanent

You must be available to start on August 24th and be able to attend 4 full weeks of training in the Glasgow office without any days off.

Due to business commitments, we are unable to allow any holidays during the month of October

Responsibilities

What you’ll be doing

• Speaking with customers by phone and handling a variety of enquiries
• Responding to emails
• Listening carefully and providing clear, accurate information
• Taking ownership of customer queries and seeing them through to resolution
• Using internal systems to update customer records accurately
• Working as part of a supportive, close‑knit team
• Learning our products and processes through full training and coaching

Qualifications

What we’re looking for

• Enjoy speaking with customers and building rapport over the phone
• Are calm, friendly and professional, even when conversations are challenging
• Care about doing the right thing for customers
• Are comfortable spending most of the day on calls
• Can use computers confidently and follow processes accurately

No contact centre or financial services experience is required — full training is provided.

Benefits

What we offer

• Monday to Friday, between 8.30am-5.30pm (no evenings, weekends or shift work)
• Hybrid working once you’re signed off as competent
• Comprehensive training and support
• Friendly and inclusive team environment
• A stable role with clear structure and development opportunities

Why Scottish Friendly?

We’ve supported customers for over 160 years, and we take pride in being a people‑focused organisation. We’re small enough that everyone matters, and we genuinely care about our customers and our colleagues.

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