WHDS - Customer Service Advisor FTC

HGS; Scotland; On-site; GBP 17,000 - 23,000; Full time

Benefits offered by this job

Fortnightly salary (to be confirmed)

Wage Stream: access payroll options

Wellness support

Remote or hybrid working

HGS Ignite perks

28 days holiday

People-focused environment

Career development

Employee referral scheme

Job summary

HGS is recruiting a Customer Service Advisor to support individuals and businesses across the UK on a fixed-term contract. You will handle enquiries by phone, email, and webchat, delivering clear, accurate information and a positive customer experience.

Full training and development opportunities support your growth in a welcoming, inclusive environment. This remote role offers flexible start dates and a contract for up to 4 months, depending on performance and operational needs.

Qualifications

• Clear and friendly telephone communication, able to explain information simply.
• Strong listening skills and ability to build rapport with a diverse customer base.
• High attention to detail when capturing and processing customer information.
• Ability to follow structured processes and maintain compliance at all times.
• Confidence handling sensitive conversations about financial hardship or personal circumstances.
• Patience, calmness and professionalism in challenging situations.
• Strong organisational skills and ability to manage multiple tasks.
• Basic IT skills and confidence navigating systems while supporting customers.
• Adaptability in a fast-paced, customer-focused environment.
• Commitment to delivering high-quality, supportive customer experience.

Responsibilities

• Handle customer enquiries via phone, email and webchat to deliver accurate information.
• Act as first point of contact in UK contracts, ensuring a positive customer experience.
• Guide customers through eligibility and applications for the Warm Home Discount scheme.

Skills

Clear communication

Active listening

Detail-oriented

Process compliance

Empathy

Patience

Organisation

Tech-savvy

Adaptability

Customer focus

Tools

Windows 11

Chrome/Edge

Job description

HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.

Job Description

Are you ready to start a rewarding career as a Customer Service Advisor? Join our team and play a vital role in providing essential support to individuals and businesses across the UK on one of our contracts. As the first point of contact, you will use your excellent communication skills to handle enquiries via phone, email, and webchat—delivering clear, accurate information and a consistently positive customer experience. Whether you are experienced in customer service or eager to build a meaningful career, this is a fantastic opportunity to make a real difference in a supportive and inclusive environment. With full training, ongoing development, and a strong focus on work-life balance, you will be fully supported as you grow and thrive in this impactful role.

Kickstart your customer service career with HGS in remote, fixed term roles. Flexible start dates available. Please note: This role is a Fixed‑term contract for up to 4 months and may end early depending on operational requirements and performance. This is a bring your own device campaign and requires a Windows based system.

HGS Enables a Coaching Culture

HGS is dedicated to fostering a coaching culture where continuous learning and development are part of everyday life. Our coaching culture empowers employees to achieve their full potential through support from colleagues, managers, and mentors, alongside regular feedback, mentoring, and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.

Why Choose Us

Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with ~18,000 employees across 10 countries and 30 delivery centres, supporting some of the world’s most recognized brands.

• Fortnightly paid salary, to be confirmed- plus overtime opportunities
• Wage Stream: Access your pay when it works for you.
• Wellness Support: Mental Health First Aiders, wellness initiatives, and Reasonable Accommodation Pass passports for an inclusive and supportive environment.
• Remote or Hybrid Working: Balance work and life with our flexible working options.
• HGS Ignite: Enjoy personalized wellness and financial perks, including our Employee Assistance Programs, to enhance your career and personal journey.
• Generous Holiday Allowance: 28 days of holiday, inclusive of bank holidays.
• People-Focused Environment: Thrive in a supportive workplace that fosters lifetime connections and meaningful friendships.
• Career Development: Benefit from apprenticeship programs and development opportunities to enhance your skills and career growth.
• Employee Referral Scheme earn cash for referring candidates to our posted roles who join us.

What Are We Looking For

We’re looking for individuals with a range of strengths and experiences suited to supporting customers on the Warm Home Discount Scheme. In this role, you’ll be speaking directly with customers to guide them through eligibility, applications, and queries related to the scheme.

Success in this position relies on clear, supportive communication, strong attention to detail, and the ability to explain processes in a straightforward and accessible way. You’ll need to remain patient and professional while handling sensitive customer circumstances, including discussions about financial difficulty or vulnerability.

Working in this environment requires a high level of empathy, resilience, and adaptability, as customer needs can vary significantly. Across our Warm Home Discount roles, we value the ability to build trust, provide reassurance, and deliver a positive, customer-focused experience while maintaining accuracy and compliance.

Requirements

• Clear and friendly telephone communication, with the ability to explain information simply
• Strong listening skills and ability to build rapport with a diverse customer base
• High attention to detail when capturing and processing customer information
• Ability to follow structured processes and maintain compliance at all times
• Confidence handling sensitive conversations relating to financial hardship or personal circumstances
• Ability to remain patient, calm, and professional in challenging situations
• Strong organisational skills and ability to manage multiple tasks effectively
• Basic IT skills and confidence navigating systems while supporting customers
• Adaptability in a fast-paced, customer-focused environment
• Commitment to delivering a high-quality, supportive customer experience

To participate in this remote role, you will need a Windows-based laptop/desktop with the following specifications:

• Windows 11 (23H2) or above
• CPU Gen5 2.4GHz or above
• 4GB of RAM (preferably 8GB)
• Chrome / MS Edge browser fully updated
• Antivirus program installed and kept up to date
• No screen recording software should be installed on the PC
• Proof of full virus scans periodically will be requested
• Bandwidth 10-15Mbps minimum
• USB Headset
• Webcam (not for calls)

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.