Customer Relations Advisor

We’re recruiting for a Customer Relations Advisor on behalf of a dynamic and growing financial services organisation that’s reshaping how members engage with savings, loans, and mortgages through a mobile-first approach. This is a full-time, office-based role in Glasgow, working Monday to Friday, 9am–5pm, with a salary of £29,000.

The organisation is focused on improving financial wellbeing and offers a broad product suite, from B2B employer programmes to a full-service mobile app. As part of their ongoing transformation, they’re looking for someone who can help deliver best-in-class service and support across their member journey.

What You’ll Be Doing

In this second-line, customer-facing role, you’ll be a key voice for the organisation, supporting members with complex queries and mentoring first-line colleagues. You’ll work across the full product lifecycle, balancing empathy with sound judgement to deliver fair outcomes and excellent service.

Your responsibilities will include:

• Supporting members via digital and traditional channels across savings, loans, and mortgage products.
• Making informed decisions that balance customer needs with business risk.
• Mentoring first-line support colleagues and contributing to operational excellence.
• Handling risk-based transactions securely and efficiently.
• Ensuring compliance with Consumer Duty, Customer Wellbeing, and Vulnerability policies.
• Championing service excellence and helping drive performance across KPIs.

What We’re Looking For

We’re keen to hear from candidates with second-line customer support experience, ideally gained in a financial services or regulated environment. A background in complaint handling or bereavement support would also be beneficial; bringing the empathy and professionalism needed to manage sensitive situations.

If this sounds of interest, please reach out for more details.