Scottish Friendly
Customer Service Representative
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Company Description
Scottish Friendly is a long-established friendly society based in Glasgow, providing a broad range of saving and investment products and services. As a mutual organization with no shareholders, profits are reinvested for the benefit of over 700,000 members whose assets exceed £5 billion (as at 1 November 2020). With more than 150 years of experience, Scottish Friendly combines deep financial services expertise with a commitment to innovation and technology. The group is authorized by the Prudential Regulation Authority, regulated by both the Financial Conduct Authority and the Prudential Regulation Authority, and is a member of ABI and AFM.
Team members join a dynamic, member-focused financial services environment that values enthusiasm, integrity, and customer care.
Role Description
The Customer Service Representative is a full-time, on-site role based at Scottish Friendly’s offices in Glasgow. In this position, the representative responds to customer inquiries via phone, email, and other channels, providing clear, accurate information about Scottish Friendly’s products and services. Daily responsibilities include:
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- Handling policy-related queries
- Processing customer requests and updates
- Resolving issues in a timely, empathetic manner
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The role involves:
- Maintaining detailed and accurate records in internal systems
- Following regulatory and company guidelines
- Escalating complex cases when necessary
The representative also contributes to continuous improvement by:
- Identifying common customer concerns
- Sharing feedback with colleagues
- Supporting a positive, collaborative team environment
Qualifications
- Strong customer service and communication skills, including active listening, clear verbal and written communication, and a professional phone manner.
- Proficiency with office and customer support tools, such as CRM systems, email platforms, and basic Microsoft Office applications.
- Ability to manage time effectively, handle multiple enquiries, and work accurately with attention to detail in a regulated environment.
- Problem-solving and conflict-resolution skills, with a focus on empathy, patience, and delivering fair, member-focused outcomes.
- Understanding or willingness to learn about financial products, savings and investments, and regulatory requirements in financial services.
- Ability to work on-site in Glasgow and collaborate positively within a diverse team.
- Prior customer-facing experience in financial services, insurance, or a similar regulated industry is beneficial.
- Relevant education or training in business, finance, customer service, or related fields is an advantage but not mandatory.
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