Customer Service Representative

Harper McDermott Ltd; Glasgow; On-site; GBP 18,000 - 24,000; Full time

Job summary

Harper McDermott Ltd (trading as Trust Deed Scotland) in Glasgow is seeking a full-time Customer Service Representative to act as a front-line adviser to our customer base, handling phone and email queries related to payments and debt solutions.

The successful candidate will manage changes in circumstances, assist with payment queries, and deliver excellent service in a regulated environment, aligning with our customer-first ethos.

Qualifications

• Experience in financial services or customer service for at least 1 year.
• Strong time management and organisational skills.
• Excellent verbal and written communication.
• Ability to work in a regulated environment and follow policies.

Responsibilities

• Act as a front-line adviser to customers via phone and email.
• Handle customer queries related to agreed payments and other payment queries.
• Process changes in circumstances and inability to pay where applicable.
• Address queries about debt solutions while maintaining high service standards.

Skills

Financial services experience

Customer service experience

Time management

Communication skills

Regulatory compliance

Job description

Harper McDermott Ltd, trading as Trust Deed Scotland, is the leading independent provider of debt solutions in Scotland, incorporated in June 2016 and based in Glasgow city centre.

We specialise in providing debt advice and administering the two most popular debt solutions in Scotland, namely Protected Trust Deeds and Debt Payment Plans under the Debt Arrangement Scheme.

We are an employee-owned company, making us unique in relation to the opportunities we can provide our employees and the service we provide to our customers and other stakeholders.

Due to the continuous growth experienced by the company and expected future growth, we have a vacancy for a full-time Customer Service Representative (CSR).

Overall Purpose of the Job

The main role of the CSR will be to act as a front-line adviser to our customer base, answering their queries received both via phone and email.

As part of the Customer Service Team, the role will involve handling customer queries in relation to their agreed payments as well as dealing with all other payment queries, such as changes in circumstances, inability to pay etc.

In addition to payments responsibilities, the CSR will be expected to handle all other customer queries in relation to the management of their chosen debt solution.

All tasks must be undertaken ensuring that the company’s focus on providing an excellent level of customer service is always maintained, with an emphasis on meeting and exceeding the expectations of our customers and other stakeholders.

Qualifications / Experience

• Previous experience in Financial Services and/or a Customer Service background, at least 1 year

Knowledge and Skills required

• Good time management & organisational skills - Essential
• Effective verbal and written communication - Essential
• Ability to work in a regulated environment, following all company policies and core values - Essential