Customer Service Associate

Customer Service Advisor
Location: Glasgow
Role Type: Contract - 6 months
Work Setup: Hybrid - 3 days in office

Who We Are

Robert Walters is the world's most trusted talent solutions business. Across the globe, we deliver recruitment, outsourcing, and talent advisory services for businesses of all sizes, opening doors for people with diverse skills, ambitions, and backgrounds.

Who You Will Work With

Our client is a global professional services firm, the organization provides strategic guidance and specialized expertise while fostering a collaborative, growth-oriented environment. It emphasizes innovation, analytical excellence, and high-performance solutions, and offers professionals opportunities to develop skills, take on meaningful work, and thrive within a culture that values integrity, continuous learning, and diverse perspectives. 

What you'll do:

• Handle customer enquiries across all channels professionally and efficiently, owning issues through to resolution.
• Build trust by resolving queries and complaints and demonstrating strong knowledge of the Mercer Money platform.
• Maintain accurate records and comply with policies, procedures, and legislation.
• Deliver high-quality case management with strong attention to detail, achieving CSAT scores of 9+ and meeting QA standards.
• Manage sensitive issues effectively and build strong relationships with colleagues internal/external partners and other parties.
• Take full ownership of tasks and projects, driving them through to successful completion and champion customers by raising and escalating issues outside standard processes.
• Share and maintain knowledge to support team effectiveness and proactively identify process improvement opportunities.
• Meet SLAs and operational KPIs, including timely responses and follow-ups.
• Aim for first-contact resolution using CRM systems effectively and accurately.

What you bring:

• GCSE level education (Maths and English) with at least 2 years' experience in a telephony-based customer service role; live chat experience desirable.
• Strong customer focus with excellent listening, communication, and rapport-building skills.
• Resilient and open to feedback, able to work effectively under pressure.
• Confident user of computers and standard software packages, including Microsoft Office.

What's Next:

If you are ready to take the next step, apply now. Successful applicants will be contacted directly by a recruiter to discuss the role more.

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at (see below) to discuss how we can support you.

This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.