Customer Service Executive (Voice)

About the role

We are looking for a Customer Service Executive (Voice) to be the friendly, knowledgeable voice behind the headset. Working from either Stirling or Edinburgh in a hybrid model, you will help customers and advisers navigate our financial products, resolve queries and ensure a smooth, human experience.

Key responsibilities

• Explain complex financial information clearly and calmly over phone and email.
• Guide customers through digital account journeys and encourage digital adoption.
• Identify repeat issues and work with teams to prevent them.
• Support customers who transact without advice, providing fair risk warnings.
• Recognise vulnerable customers and deliver appropriate support.
• Handle complaints with empathy, confidence and professionalism.
• Maintain up‑to‑date pensions knowledge and follow governance and risk procedures.
• Collaborate closely with teammates, prioritising quality and accuracy.

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 without jargon.
• Strong focus on quality, accuracy and doing the right thing the first time.
• Comfort with handling sensitive information and recognising vulnerable customers.

Required skills