Inbound Customer Service

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global intelligence partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities. Its inch-wide, mile-deep practitioners work collaboratively to reimagine business process management. With operations across the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia, Firstsource combines over twenty-five years of domain expertise with an agent-first delivery model to design, build, and operate intelligent enterprise operations.

Through its Intelligence That Operates promise, powered by Kairos, the operating system that makes it real, the company unifies consulting, implementation, and operations into a single full-stack engagement and underwrites outcomes, not effort, turning deep domain intelligence into a compounding operational advantage for the world’s most regulated industries.

At Firstsource, our Employee Value Proposition, Brilliant People. Bold Tech. Uncommon Careers., reflects our commitment to empowering our people, embracing innovative technology, and creating opportunities to learn, grow, and build rewarding careers.

Job description:

Job Title: Customer Service Consultant

Location: Glasgow

Salary: £13.45 per hour

Hours: 37.5 hours per week, flexible shifts between 8:00 AM and 8:00 PM, Monday to Sunday

Employment Type: Permanent, Full-Time

Are you an ambitious and career-driven professional with a passion for delivering outstanding customer service? Do you thrive in a fast-paced, dynamic environment and enjoy building genuine connections with people? If so, we have the perfect opportunity for you.

About the Role

As a Customer Service Consultant based in Glasgow, you will be the first point of contact for customers navigating the world of banking, taking inbound calls and providing expert guidance and support. You will build meaningful relationships with customers, helping them resolve queries and turning everyday challenges into opportunities to deliver simply brilliant service. Working as part of a supportive contact centre team, you will use your knowledge of products, services, and systems to identify and resolve customer issues quickly, while ensuring every interaction reflects a customer-first approach.

Key Responsibilities

Handle inbound customer calls, providing expert guidance and support across a range of banking products and services.

Build meaningful relationships with customers, acting as their trusted point of contact and support.

Quickly and accurately identify customer needs, using critical thinking and available resources to resolve issues efficiently.

Take a customer-centric approach, actively listening and providing efficient, tailored solutions to ensure a positive customer experience.

Confidently use a variety of software applications and digital tools to manage customer interactions and administrative tasks.

Maintain strong product and service knowledge to provide accurate, helpful, and up-to-date support to customers.

Work flexibly as part of a wider team, adapting to changing priorities to meet customer needs.

Consistently deliver against performance metrics and customer satisfaction (CSAT) targets, continuously refining your approach through coaching and feedback.

What We Offer

A competitive starting salary of £13.45 per hour.

Permanent, full-time employment with 37.5 hours per week.

Full training and support to set you up for success in the role.

Genuine opportunities for career development and progression.

A generous holiday entitlement, increasing with length of service.

Access to a range of employee benefits, including pension, healthcare, and wellbeing support.

A supportive, inclusive, and people-centric team environment.

Ideal Candidate Profile

Passionate about delivering exceptional service and ensuring customer satisfaction.

Strong empathy, resilience, and excellent communication skills.

Able to work effectively in a fast-paced, dynamic environment.

Flexible and available to work shifts between 8am and 8pm, Monday to Sunday, including weekends and bank holidays.

Committed to career growth and continuous learning.

A flexible team player who plays their part in meeting customer needs.

Application Process

We value every application and review each one individually. To maximise your chances of success, ensure your CV is up to date and highlights your most relevant experience.

Equal Opportunities Employer

We are committed to equal opportunities and fostering an inclusive workplace. We welcome applications from all suitably qualified candidates, regardless of gender, age, race, disability, ethnicity, religion or belief, sexual orientation, gender reassignment, or marital/family status. We are proud to be a disability-confident employer.

Join us and be part of a team dedicated to making a real difference. Apply today

Ability to commute/relocate

Glasgow G2 2JJ: reliably commute or plan to relocate before starting work (required)

Work authorisation

United Kingdom (preferred)

Willingness to travel

* 100% (required)

Work Location: In person