Customer Service Representative

Job Title: Customer Service Advisor

Location: Edinburgh

Salary: £24,300 per year + bi-annual bonus

Hours: Monday to Friday, 9:00 AM - 5:00 PM

Contract: Full-time, 37 hours per week

Holidays: 25 days annual leave + 9 public holidays

Role Overview:

We are working alongside a fantastic charitable organisation who are looking for multiple customer service advisors. This role involves managing customer enquiries, supporting complaints and appeals, and ensuring a smooth customer journey. The position requires excellent communication skills, a customer-first mindset, and the ability to work collaboratively with internal teams and external partners.

Key Responsibilities:

• Handle incoming customer enquiries and provide accurate advice.
• Support customers through exceptions and delays in their journey.
• Liaise with subcontractors and third parties to resolve issues.
• Manage complaints and appeals within service level agreements.
• Contribute to service improvement initiatives.

Requirements:

• Experience in customer service, preferably in a call centre.
• Strong communication and problem-solving skills.
• Ability to work with vulnerable customers.
• Team-oriented and enthusiastic about helping people.