tmGroup Ltd
Customer Support Assistant
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Customer Support Assistant
**Customer Support Assistant – Property Searches Scotland (PSS)
Location: Hybrid – Home/Glasgow Package: £24,788 + annual bonus scheme + benefits
Property Searches Scotland (PSS) is a market-leading provider of property searches, serving conveyancers and legal professionals across Scotland. As part of tmGroup, PSS leverages industry expertise with cutting-edge technology to deliver accurate, efficient, and reliable property search solutions.
We’re now seeking a Customer Support Assistant to join our dynamic Customer Support team in Glasgow, offering hybrid working flexibility. This high-volume, fast-paced role demands exceptional people skills, ensuring clients receive prompt, accurate, and professional service.
What You’ll Do
You’ll directly support clients, acting as the first point of contact and ensuring seamless order processing and issue resolution. Key responsibilities include:
- Respond to phone and email queries, delivering a friendly, professional customer experience.
- Handle customer orders via email and our online ordering portal, tracking and managing them in our in-house system, Atomic.
- Monitor a shared inbox, prioritising urgent and high-priority requests in alignment with Service Level Agreements (SLAs).
- Assist clients with order whilst ensuring seamless Leonard queries, such as missing information, report amendments, or council/roads inquiries.
- Take incoming calls, efficiently resolving issues or directing queries to relevant teams.
- Support during peak periods, particularly month-end, when transaction volumes surge, ensuring urgent cases are addressed.
- Collaborate with the team to meet goals, including inbox turnaround targets and clearances.
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Success in this role hinges on teamwork and adaptability, particularly during high-pressure busy periods when go communication and resilience are essential.
Who You Are
We’re looking for a customer service professional with:
- Customer support experience, ideally in an office or administrative setting.
- Proficiency in Microsoft Office and familiarity with CRM or case management systems (training will be provided).
- A confident communicator, with a professional telephone manner and positive attitude.
- Highly organised, capable of managing varied workloads in a fast-paced environment.
- Attention to detail, with precision in data handling and information processing.
- A team player who thrives on collective goals and peer support.
- Adaptable and resilient, able to navigate fluctuating workloads—especially during busy month-end periods.
- Eager to learn, with a willingness to adapt to new systems and grow within the role.
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What We Offer
- Competitive salary (£24,788) plus a performance-based annual bonus.
- Full benefits package, including:
- 25 days annual leave (incrementally accrued), plus private healthcare, pension, and life assurance.
- A flexible benefits scheme covering financial, wellness, legal, and medical supports.
- Participation in a reward and recognition platform, offering personalised perks.
- Hybrid working: Initial in-office training (approximately 1-2 weeks), followed by a blend of home and office working.
- Career progression opportunities within a fast-growing, award-winning business.
- A supportive, collaborative work culture, with a commitment to team success and client satisfaction.
At PSS, we value teamwork, trust, and excellence. If you thrive in helping others, appreciating a dynamic yet supportive workplace, we’d love to hear from you.
Diversity & Equality
We are a proud equal opportunities employer, dedicated to fostering an inclusive and diverse workplace where everyone receives equal support. Applications from all backgrounds are encouraged, and discrimination on any basis (age, disability, gender identity, race, religion, sexual orientation, etc.) is strictly prohibited.
Ready to make an impact? Apply now!
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