Customer Service Representative – Glasgow (Hybrid)

About the role

We are seeking an experienced Customer Service Representative to join a Glasgow‑based client on a hybrid schedule (2 days in the office, 3 days remote after training). The role offers a competitive salary of £24,125 per year and a full‑time 37.5‑hour week.

Key responsibilities

• Manage customer expectations and build relationships with key stakeholders.
• Discuss contracts with customers and understand next steps.
• Coordinate customer interactions in line with processes and SLAs.
• Resolve issues efficiently while promoting a customer‑centric brand experience.
• Escalate complex queries to the manager and act as a central point of contact for internal teams.
• Maintain accurate data entry in departmental databases.
• Prepare management information and continuously improve KPIs.

Required profile

• Previous experience using company systems and working in a customer‑facing environment.
• Demonstrable knowledge in a customer contact area.
• Ability to plan, prioritise multiple activities and understand commercial impact of decisions.
• Strong problem‑solving skills with a track record of resolving complex issues.
• Experience delivering excellent customer service and collaborating with internal and external teams.

Required skills

What we offer

• Hybrid working model after successful training.
• Full‑time permanent contract with a clear salary progression after probation and one year of service.
• 37.5‑hour week, Monday‑Friday shifts with occasional weekend coverage.
• Comprehensive benefits package.