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About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, Australia, South Africa and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.
Job title: Customer Service Adviso rLocation: Glasgow(Permanently Onsite
) Job Descriptio n:In this role you will support customers across specialist finance journeys, including Voluntary Termination and Total Loss. This involves assisting customers who wish to end their agreement under their statutory right to Voluntary Termination, as well as handling inbound contact on the Total Loss line, where vehicles have been written off following an accident or incident. The role includes liaising with customers and insurance companies, explaining outcomes clearly, and providing accurate settlement figures to support timely and compliant resolutio n.The role focuses on clear, compliant customer conversations, accurate processing, and a consistent end‑to‑end journe
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y. The role sits within Customer Financial Assistance & recoveries, supporting Hire Purchase (HP) and Personal Contract Purchase (PCP) agreements. It combines telephony, follow‑up case work and process work, often handling sensitive and complex conversatio
ns. Key Responsibili tiesHandle inbound calls from customers enquiring about Voluntary Terminat ion.Clearly explain VT, eligibility, and what it means for the customer under the Consumer Credit Act.Explain potential liabilities such as arrears, damage, or excess mile age.Provide clear next steps and manage customer expectati ons.Identify vulnerability or financial difficulty and follow CFA guida nce.Accurately tag and progress VT reque sts.Issue and explain VT documentation in line with group guida nce.Process req uestManage follow‑up queries, vehicle collection activity, supplier liai son.Maintain accurate system notes, comply with guidance, and support complaint identificat
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ion. Skills & Success Mea suresStrong customer service skills and confidence handling sensitive conversat ions.Ability to explain financial and legal information clearly and accura tely.High attention to detail across systems and proce sses.Confidence explaining financial products, statutory rights, and liabili ties.Ability to work accurately across multiple systems and manage detailed process requirem ents.Awareness of vulnerability and financial difficulty, with the ability to handle such conversations appropria
tely. Eligibility Cr iteriaMinimum 6+ months of experience in financial Se
rvices Be nefits:Casua l dressCompany pensionEmployee d iscountLife in suranceReferral pr
ogramme
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