Job Description

JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY SERVE.

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.

Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.

Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!

CUSTOMER SERVICE ADVISOR

We are seeking a dedicated and empathetic Customer Service Advisor to join our growing Utilities team.

The ideal candidate will be passionate about delivering excellent customer service and resolving customer inquiries in a timely manner. You will act as the first point of contact for customers across Telephone, Email, Written & Digital channels with a focus on resolving customer queries, issues and problems. This role requires working across 2 lines of the business, both Inbound & Outbound calling in order to fully service all of our customers.

This role will require strong communication skills, problem solving abilities and a customer-centric approach.

Start Date:

Monday 20th October 2025

Starting Salary from 24,570 per annum

Hourly Rate: 12.60 Performance Bonus: Up to 1.10 per hour Loyalty Bonus: Earn up to 1,400 annually for consistent attendance

Working hours: 37.5 hours per week, 5 days per week.

Monday to Sunday on a shift rotation between 8am and 8pm

Where

: 12 weeks office based in Glasgow City Centre, then when you have been signed off from training you can work fully from home!

Attendance:

No holiday will be permitted during the training period.

Job Responsibilities:

Assisting Customers: Help customers with various inquiries via telephone, email and webchat across both Inbound & Outbound calling with a focus on resolution within the first contact. Promoting Customer Satisfaction: Strive to exceed customer expectations by delivering personalized service, demonstrating empathy, and actively listening to customer needs to foster long-term relationships and loyalty. Problem Resolution: Address customer concerns, complaints, and disputes promptly and professionally, working to resolve issues to the customer's satisfaction within established guidelines and policies. Product and Service Knowledge: Develop a thorough understanding of the products and services to effectively educate customers, promote relevant offerings, and cross-sell additional products as appropriate. Compliance and Regulations: Ensure compliance with regulations, security procedures, and privacy policies while handling customer transactions and safeguarding sensitive information. Documentation and Recordkeeping: Maintain accurate records of customer interactions, transactions, and inquiries using internal systems and databases, adhering to data protection regulations and recordkeeping standards. Team Collaboration: Collaborate with colleagues and other departments to address complex customer issues, share knowledge, and contribute to a positive work environment focused on achieving organizational goals.

Role Requirements:

Proven experience working effectively with customers and delivering exceptional Customer Service. Contact Centre (Utilities) experienced within a customer centric environment. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Goal-oriented with a drive to succeed in a competitive environment. Familiarity with CRM software and complaints management tools Persistent and resilient attitude towards rejection and challenges. Adaptability to quickly learn about new products and industries. Ability to work under pressure and meet tight deadlines.

Benefits:

Comprehensive Training with experienced Trainers Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances Health Cash Plan - helping you claim back the cost of everyday healthcare 'Perks at work' staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more... Loyalty Bonus - Opportunity to earn up to 1,400 per year for your commitment to Huntswood! Colleague Recognition Scheme - Become a Huntswood Hero! Regular colleague engagement activities where you could earn additional incentive Access to an online Well-being centre that has a variety of tools to nurture your overall health Free Fruit, Tea, Coffee & Hot Chocolate on site Discounted Premium City Centre Parking Refer a friend scheme (earn 1000 for each person you refer) Mentorship program to grow and develop within the company
In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will

only ask for contact details via email when first contacting you and

not any other personal details.

Equal Opportunities Statement

Huntswood, A Results-CX company, is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Disability Confident Commitment

As users of the Disability Confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.

Job Types: Full-time, Permanent

Pay: 24,570.00 per year

Benefits:

Casual dress Company events Employee discount Referral programme Store discount
Ability to commute/relocate:

Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required)
Experience:

Contact Centre: 1 year (required) Customer Service : 1 year (required) Utilities: 1 year (required) Complaint Handling: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person