Customer Service Advisor – Join an Award Winning Outsourcer and Grow Your Career!
We are seeking a dedicated and empathetic Customer Complaints Advisor to join our existing team. The ideal candidate will be passionate about delivering excellent customer service and resolving customer inquiries in a timely manner. This role will require strong communication skills, problem solving abilities and a customer-centric approach.
Start Date: Monday 28th September
Starting Salary from £26,227 per annum
- Hourly Rate: £13.45per hour
- Performance Bonus: Up to £1.10 per hour
Working hours: 37.5 hours per week, 5 days per week.
- Shift pattern Monday to Friday, working between 09.00 and 17:30 - No Weekends!
Where: Office based in Glasgow City Centre
Attendance: No holiday will be permitted during the training period.
Location: Glasgow City Centre.
Job Responsibilities:
- Customer Service & Query Resolution: Deliver excellent customer service by handling customer enquiries, investigating issues, and providing timely, accurate resolutions across multiple communication channels.
- Inbound Call Management: Manage inbound customer calls efficiently using dialler systems, ensuring all interactions are handled professionally, empathetically, and in line with company standards.
- Customer Advocacy: Act as a trusted representative of the client, taking ownership of customer concerns and ensuring a positive customer experience. Where service failures occur, acknowledge issues and work proactively to resolve them.
- Case Resolution: Assess customer situations fairly and effectively, identifying appropriate solutions that balance customer needs with business and regulatory requirements.
- Systems & Data Management: Accurately record customer interactions and maintain case information across multiple client systems, ensuring data integrity and compliance with operational procedures.
- Communication: Maintain clear, professional, and consistent communication with customers, colleagues, and stakeholders throughout the enquiry and resolution process.
- Stakeholder Collaboration: Work closely with internal teams and client support functions to investigate issues, share information, and deliver the best possible outcome for customers.
- Industry Knowledge & Compliance: Develop and maintain knowledge of utility and water industry processes, policies, and customer service best practices to support effective decision-making.
- Continuous Improvement & Adaptability: Adapt to changing business needs, processes, and systems, using customer feedback and learning opportunities to help improve service delivery and operational performance.
Role Requirements:
- Proven experience in a Customer Service role preferably in a contact centre environment
- Utilities/Financial Services experience would also be desirable.
- Excellent communication and interpersonal skills.
- Strong negotiation and closing skills.
- Ability to work independently and as part of a team.
- Goal-oriented with a drive to succeed in a competitive environment.
- Familiarity with using computer systems.
- Persistent and resilient attitude towards challenges.
- Adaptability to quickly learn about new products and industries.
- Ability to work under pressure and meet deadlines
Benefits:
- Comprehensive Training with experienced Trainers
- Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances
- Health Cash Plan - helping you claim back the cost of everyday healthcare
- ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more…
- Colleague Recognition Scheme – Become a Huntswood Hero!
- Regular colleague engagement activities where you could earn additional incentive
- Access to an online Well-being centre that has a variety of tools to nurture your overall health
- Free Fruit, Tea, Coffee & Hot Chocolate on site
- Payday pizza! Enjoy some pizza on us every Wednesday before each payday when working on site
- Discounted Premium City Centre Parking
- Refer a friend scheme (earn £1000 for each person you refer)
- Mentorship program to grow and develop within the company
At Huntswood, our people are at the heart of everything we do. As a trusted Business Process Outsourcer (BPO), we partner with leading brands to deliver exceptional customer experiences — and we invest heavily in developing our teams to do just that.
Whether you join us on a fixed‑term contract or as a permanent employee, you’ll gain variety, career progression, and the support you need to reach your goals.
Huntswood is now part of ResultsCX, a global leader in Customer Experience Management, giving you even more opportunities to grow in a fast‑moving, forward‑thinking organisation.
Committed to Inclusivity
Huntswood, a ResultsCX company, is an equal opportunity employer. We welcome applications from all backgrounds and are proud to be a Disability Confident employer. We guarantee an interview for all disabled applicants who meet the minimum criteria.
For your safety, please note: Huntswood will only request contact details via email when first reaching out — we will never ask for additional personal information at that stage.
Job Type: Full-time
Pay: From £26,227.00 per year
Benefits:
- Company pension
- Employee discount
- Referral programme
Ability to commute/relocate:
- Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required)
Experience:
- Contact Centre: 1 year (required)
- Utilities: 1 year (preferred)
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
