At UK Debt Expert, we provide professional debt advice and financial solutions to people across the UK who are facing financial difficulty. We’re committed to delivering high-quality, ethical advice that puts the customer first and helps them take control of their finances with confidence.
Are you motivated by helping customers achieve the best financial outcomes while managing a portfolio of customers? We are looking for a Customer Account Manager to join our team in Glasgow. In this role, you will provide tailored financial guidance and debt solutions, supporting customers through every step of their journey, while ensuring all advice is fully compliant in a regulated environment.
You will combine relationship management, advisory expertise, and strong consultative skills to guide customers in making informed decisions. Success in this role requires confidence in a client-facing, regulated setting and the ability to balance customer needs with business outcomes.
You will operate in a commercial, regulated debt advice environment, where success is measured by achieving the right outcomes for customers while meeting individual and team performance targets.
This is a consultative, outcome-focused role. You will be expected to confidently guide customers toward suitable solutions, converting advice into action where appropriate, while always prioritising regulatory compliance and customer understanding.
Key Responsibilities:
- Manage a portfolio of customer accounts, offering personalised advice and support.
- Carry out comprehensive assessments of customers’ circumstances, including income, assets, debts, and any vulnerabilities.
- Recommend appropriate solutions and alternatives, ensuring customers fully understand their options.
- Act as the main point of contact throughout the customer journey, building trust and maintaining engagement.
- Maintain accurate records and documentation in CRM systems.
- Deliver on individual targets and contribute to team objectives, ensuring high-quality customer outcomes.
- Ensure all advice and interactions comply with regulatory standards.
- Confidently progress customers from advice to suitable solutions, ensuring recommendations are needs-based and fully understood.
- Use consultative questioning and objection-handling skills to address concerns while maintaining a customer-first approach.
- Balance commercial performance expectations with regulatory obligations and vulnerability considerations.
- Take ownership of customer outcomes, from initial engagement through to solution implementation and post-advice support.
Key Performance Indicators (KPIs):
- Ensuring all customer enquiries are addressed promptly and effectively.
- Maintaining accurate and up-to-date account records.
· Conversion of advice into appropriate customer solutions, in line with policy, quality standards, and customer best interests.
- Achievement of individual performance targets subject to quality and compliance thresholds.
- Delivering advice that meets compliance and quality assurance standards.
- Supporting customers post-advice to ensure understanding and satisfaction.
Person Specification:
- Experience in account management, advisory, or client-facing roles within a regulated environment.
- Demonstrable experience in consultative sales, account management, or advisory roles, ideally within financial services or another regulated environment
- Strong relationship-building skills with empathy and professionalism.
- Excellent negotiation, objection-handling, and problem-solving skills.
- High attention to detail and commitment to compliance.
- Strong organisational skills with the ability to manage multiple accounts effectively.
- Proven consultative skills to guide customers through complex financial decisions.
- IT literate, including experience with CRM systems, Word, and Excel.
Job Types: Full-time, Permanent
Pay: From £32,760.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Life insurance
- Private medical insurance
- Referral programme
Experience:
- Customer-Facing, Account Management or Advisory : 1 year (required)
- Regulated Environment (e.g. financial services): 1 year (required)
Work Location: In person
