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Job Title: Customer Service Representative

Location: Glasgow Head Office

Contract Type: Backshift Permanent*

Working Hours: 37.5 Hours Per Week

Salary: £24,360 - £25,410 Total Salary (Experience Dependant) + Overtime

*We have multiple backshift positions available across our various contracts, with opportunities at both entry-level and senior levels. Senior roles are reserved for experienced Customer Service Advisors, and salary is dependent on position. All backshift colleagues must be available to work until 10pm. Further details on specific contracts will be provided during the telephone screening stage.

An exciting opportunity has emerged for Customer Service Representatives to join our company to work on the helpdesk with one of our major UK supermarket clients.

The role will involve answering inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently, all customer related faults and enquiries. You will monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines.

Key Responsibilities:

* Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.

* Ensure the accurate input of data and the completion of all relevant fields throughout each call.

* Liaise with Engineers in order to prioritise calls enabling swift response times.

* Manage after call activities to effectively manage workload and service levels.

* Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.

Qualifications / Experience:

Experience in a similar customer service-based role is desirable but not essential.

The ideal candidate:

* Visibly demonstrate enthusiasm and positive behaviour.

* Represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues.

* Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.

What We Offer:

At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered. Our benefits include:

* 33 Days Holiday (Inc. Bank Holidays)

* Private Pension

* HealthShield Cashback Plan - Reclaim part of your dental/optical costs.

* OneCity – Employee Discount Platform

* Employee Value Awards up to the value of £250

* Access to Costco Personal Membership Subscription

* Mental and Physical Health Services (Wisdom, Thrive, SkinVision)

* Electric Car Scheme (Criteria Applies)

* First Bus Commuter Club – Discounted Bus Travel

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Customer Service Advisor - Glasgow

Contact Centre - Glasgow

Helpdesk Advisor - Glasgow