At a Glance
- Tasks: Support customers with finance journeys, handling sensitive conversations and providing clear information.
- Company: Firstsource Solutions, a leader in Business Process Management with global presence.
- Benefits: Competitive salary, career growth, and the chance to work with top brands.
- Other info: Join a dynamic team in Glasgow with opportunities for personal development.
- Why this job: Make a real difference by helping customers navigate financial processes.
- Qualifications: Strong customer service skills and experience in financial services preferred.
The predicted salary is between 24000 - 28000 £ per year.
About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, Australia, South Africa and Mexico. Our ‘right shore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.
Location: Glasgow (Permanently Onsite)
Job Description
In this role you will support customers across specialist finance journeys, including Voluntary Termination and Total Loss. This involves assisting customers who wish to end their agreement under their statutory right to Voluntary Termination, as well as handling inbound contact on the Total Loss line, where vehicles have been written off following an accident or incident. The role includes liaising with customers and insurance companies, explaining outcomes clearly, and providing accurate settlement figures to support timely and compliant resolution. The role focuses on clear, compliant customer conversations, accurate processing, and a consistent end‑to‑end journey. The role sits within Customer Financial Assistance & recoveries, supporting Hire Purchase (HP) and Personal Contract Purchase (PCP) agreements. It combines telephony, follow‑up case work and process work, often handling sensitive and complex conversations.
Key Responsibilities
- Handle inbound calls from customers enquiring about Voluntary Termination.
- Clearly explain VT, eligibility, and what it means for the customer under the Consumer Credit Act.
- Explain potential liabilities such as arrears, damage, or excess mileage.
- Provide clear next steps and manage customer expectations.
- Identify vulnerability or financial difficulty and follow CFA guidance.
- Accurately tag and progress VT requests.
- Issue and explain VT documentation in line with group guidance.
- Process request Manage follow‑up queries, vehicle collection activity, supplier liaison.
- Maintain accurate system notes, comply with guidance, and support complaint identification.
Skills & Success Measures
- Strong customer service skills and confidence handling sensitive conversations.
- Ability to explain financial and legal information clearly and accurately.
- High attention to detail across systems and processes.
- Confidence explaining financial products, statutory rights, and liabilities.
- Ability to work accurately across multiple systems and manage detailed process requirements.
- Awareness of vulnerability and financial difficulty, with the ability to handle such conversations appropriately.
- Minimum 6+ months of experience in financial Services- Preferred.
CSA in Glasgow employer: Firstsource
Firstsource Solutions is an exceptional employer, offering a dynamic work environment in Glasgow where employees can thrive in their roles as Customer Service Advisors. With a strong focus on employee growth and development, the company provides comprehensive training and support, ensuring that team members are well-equipped to handle sensitive customer interactions with confidence. The collaborative culture fosters innovation and teamwork, making it a rewarding place to build a meaningful career while contributing to the success of leading brands across various industries.
StudySmarter Expert Advice🤫
We think this is how you could land CSA in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Firstsource. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Firstsource before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CSA in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Firstsource:Your cover letter is your chance to shine! Tell us why you want to work at Firstsource specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Firstsource!
How to prepare for a job interview at Firstsource
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
