Customer Service Executive – Voice (Hybrid, Stirling/Edinburgh)

About the role

We are seeking a Customer Service Executive (Voice) to join our hybrid team in Stirling or Edinburgh. You will be the friendly, knowledgeable voice behind the headset, helping customers and advisers navigate our financial products and digital services.

Key responsibilities

• Answer inbound phone and email enquiries, providing clear, jargon‑free explanations.
• Guide customers through Digital Account journeys and promote digital adoption.
• Identify root causes of calls, resolve issues, and prevent repeat contacts.
• Support customers who transact without advice, ensuring compliance with risk warnings.
• Recognise and assist vulnerable customers with appropriate care.
• Handle complaints with empathy, confidence and professionalism.
• Maintain competency under the T&C Governance scheme and keep pensions knowledge up‑to‑date.
• Raise risk flags when necessary and collaborate closely with teammates.

Required profile

• Previous customer service experience (contact‑centre experience is a plus).
• Genuine enjoyment of helping people and solving problems.
• Ability to build rapport naturally and communicate calmly.
• Attention to quality, accuracy and doing the right thing.
• Willingness to learn and maintain up‑to‑date product knowledge.

Required skills

What we offer

• Permanent contract with hybrid working arrangements.
• Flexible working options and workplace accommodations.
• Opportunity to develop expertise in pensions and financial services.