At a Glance
- Tasks: Assist customers with inquiries and provide accurate information about our financial products.
- Company: Join Scottish Friendly, a trusted mutual organisation with over 150 years of experience.
- Benefits: Enjoy a supportive work environment, competitive salary, and opportunities for personal growth.
- Other info: Be part of a dynamic team in Glasgow, focused on innovation and member satisfaction.
- Why this job: Make a difference by helping members navigate their financial journeys with empathy and care.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 31500 - 38500 £ per year.
Scottish Friendly is a long-established friendly society based in Glasgow, providing a broad range of saving and investment products and services.
As a mutual organization with no shareholders, profits are reinvested for the benefit of over 700,000 members whose assets exceed £5 billion (as at 1 November 2020).
With more than 150 years of experience, Scottish Friendly combines deep financial services expertise with a commitment to innovation and technology.
The group is authorized by the Prudential Regulation Authority, regulated by both the Financial Conduct Authority and the Prudential Regulation Authority, and is a member of ABI and AFM.
Team members join a dynamic, member-focused financial services environment that values enthusiasm, integrity, and customer care.
Role Description
The Customer Service Representative is a full-time, on-site role based at Scottish Friendly’s offices in Glasgow.
In this position, the representative responds to customer inquiries via phone, email, and other channels, providing clear, accurate information about Scottish Friendly’s products and services.
Daily responsibilities include handling policy-related queries, processing customer requests and updates, and resolving issues in a timely, empathetic manner.
The role involves maintaining detailed and accurate records in internal systems, following regulatory and company guidelines, and escalating complex cases when necessary.
The representative also contributes to continuous improvement by identifying common customer concerns, sharing feedback with colleagues, and supporting a positive, collaborative team environment.
Qualifications
- Strong customer service and communication skills, including active listening, clear verbal and written communication, and a professional phone manner.
- Proficiency with office and customer support tools, such as CRM systems, email platforms, and basic Microsoft Office applications.
- Ability to manage time effectively, handle multiple enquiries, and work accurately with attention to detail in a regulated environment.
- Problem-solving and conflict-resolution skills, with a focus on empathy, patience, and delivering fair, member-focused outcomes.
- Understanding or willingness to learn about financial products, savings and investments, and regulatory requirements in financial services.
- Ability to work on-site in Glasgow and collaborate positively within a diverse team.
- Prior customer-facing experience in financial services, insurance, or a similar regulated industry is beneficial.
- Relevant education or training in business, finance, customer service, or related fields is an advantage but not mandatory.
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Customer Service Representative in Glasgow employer: Scottish Friendly
Scottish Friendly is an exceptional employer that prioritises the well-being of its employees and customers alike. Located in the heart of Glasgow City Centre, we offer a supportive and inclusive work culture, comprehensive training, and clear development opportunities, all while maintaining a stable work-life balance with no evening or weekend shifts. Join us to be part of a progressive mutual life insurance office that has been dedicated to its community for over 160 years, where every team member truly matters.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scottish Friendly. 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 Scottish Friendly 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 Customer Service Representative 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 Scottish Friendly:Your cover letter is your chance to shine! Tell us why you want to work at Scottish Friendly 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 Scottish Friendly!
How to prepare for a job interview at Scottish Friendly
✨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.
