Customer Service Representative

Role: Customer Service Representative (Full-time)

Hours: 37.5 hours per week

You are probably the person who stays calm and collected when everyone else is feeling flustered, the one who listens carefully, ask the right questions, and gets a genuine sense of satisfaction from sorting out a problem properly. You prefer straightforward, honest conversations and take pride in being reliable, patient, and thorough when helping someone out.

If you are looking for a grounded, office-based role in central Glasgow where your listening skills, clear communication, and practical mindset can make a tangible difference every day, this full-time position is a great fit. We are expanding our regional support team and need a dependable Customer Service Representative to handle incoming customer queries, resolve account issues, and maintain accurate records.

Key Customer Service Duties

Working alongside our established customer care team in Glasgow, your day-to-day responsibilities will include:

• Answering inbound customer calls, web chats, and email enquiries in a clear, courteous manner.
• Investigating order queries, delivery tracking updates, and account adjustments to find fair solutions.
• Recording clear, accurate case notes and updating customer profile details on our database system.
• Guiding callers step-by-step through online account setup, portal navigation, and password resets.
• Liaising with internal logistics, billing, and technical support teams to resolve complex customer issues.
• Processing replacements, refunds, and account credits in line with established company procedures.
• Following up on open customer cases to ensure every enquiry is resolved to a high standard.
• Sharing recurring customer feedback with team leads to help improve internal guidelines and service quality.

What We Look For

We place far greater value on patience, active listening, and strong attention to detail than on years of prior call centre experience. We look for:

• A clear, respectful communication style across both spoken and written correspondence.
• A patient, balanced approach when dealing with customers who may feel frustrated or confused.
• Good general computer literacy, with comfort navigating databases, search tools, and email software.
• Accurate note-taking skills and the ability to process information while speaking with callers.
• Dependable habits regarding shift attendance, punctuality, and working as part of a supportive team.
• Previous experience in retail, hospitality, office administration, reception work, university customer support, or sales is a plus, but not essential as full training is provided.

Onboarding & Practical Coaching

We give you structured, step-by-step training from your first day so you feel entirely supported before taking live customer calls.

Your induction begins with comprehensive classroom sessions covering our service software, product lines, and policy guidelines. You will then spend time side-by-side with an experienced mentor, observing live calls and gradually taking over customer interactions at your own pace. Through regular one-to-one coaching sessions, you will receive ongoing feedback on conversation handling, query resolution, and system speed, preparing you to take on specialist accounts or step toward team mentor roles.

Rewards & Offer

• Competitive base salary
• Performance-based bonuses linked to customer satisfaction ratings and attendance
• Comprehensive initial training covering CRM tools, query handling, and service policies
• Regular one-to-one coaching and continuous skill progression
• Practical customer support experience within a friendly Glasgow office environment
• Team social events and group incentives
• Formal recognition for high service quality, problem-solving accuracy, and team support
• Clear internal pathways to step into senior support specialist and quality assurance roles

How to Apply

If you want to bring your problem-solving habits and calm communication style to a supportive Glasgow team, please submit your CV along with your current contact details. We review applications regularly and will contact suitable applicants for an initial phone chat.

Pay: £14.00-£16.00 per hour

Benefits:

• Free parking
• Gym membership
• On-site parking

Work authorisation:

• United Kingdom (required)

Work Location: In person