Customer Service - Online & Webchat

Do you have experience providing customer service through webchat, email or other digital channels?

We're looking for an experienced Customer Service Advisor - Online & Webchat to join our growing team in Glasgow.

This is a digital customer service role, so we're specifically looking for candidates who have previous experience communicating with customers through webchat, email, SMS, WhatsApp or other online messaging platforms.

If your background is mainly telephone-based customer service, this role may not be suitable. We need someone who is confident communicating with customers in writing as well as verbally, can manage multiple online conversations and is comfortable working across different computer systems.

About the Role

You'll be supporting customers regarding outstanding balances, understanding their individual circumstances and helping them find appropriate repayment solutions.

You'll communicate with customers across a range of digital channels, including:

• Webchat
• Email
• SMS
• WhatsApp
• Other online messaging platforms

You'll need to be able to manage several conversations at once while maintaining a high standard of written communication and customer service.

This is a fast-paced, target-driven environment, so you'll need to be organised, confident using multiple systems and able to remain calm and professional when dealing with challenging or sensitive conversations.

Key Responsibilities

• Communicate with customers via webchat, email, SMS and WhatsApp
• Manage multiple digital customer conversations simultaneously
• Respond to customer queries clearly, professionally and accurately
• Support customers with outstanding balances and repayment solutions
• Understand individual customer circumstances and identify appropriate solutions
• Handle sensitive and sometimes challenging conversations professionally and empathetically
• Navigate and use multiple computer systems at the same time
• Maintain accurate and detailed customer records
• Work towards individual and team targets
• Follow all regulatory, compliance and internal procedures

About You

Previous digital customer service experience is essential.

We're particularly interested in candidates who have experience in roles involving:

• Webchat customer service
• Email customer service
• Online customer support
• Live chat
• Social media or messaging-based customer service
• SMS or WhatsApp customer communication
• Managing multiple online customer conversations

You'll also need:

• Excellent written communication skills
• Strong spelling and grammar
• Excellent attention to detail
• Confidence using multiple computer systems
• The ability to multitask and prioritise your workload
• A calm, professional and empathetic approach
• Experience working towards targets and KPIs
• The ability to deal confidently with sensitive customer situations

What We're Looking For

We're not simply looking for someone who has worked in a traditional call centre.

Your experience of communicating with customers digitally is important to us.

If you've spent your previous role responding to webchats, emails, online enquiries, WhatsApp messages or other digital customer interactions, we'd love to hear from you.

Training & Development

You'll receive a 3-week fully paid, on-site training programme, giving you everything you need to succeed in the role.

You'll also have access to:

• In-house Learning Academy
• Funded training and development
• Ongoing coaching and support
• Clear opportunities for career progression
• Internal promotion opportunities

Benefits

• £26,500 basic salary + performance-related bonus
• 30 days' holiday including bank holidays
• Option to buy or sell up to 5 additional days
• Annual pay reviews
• Quarterly recognition scheme with prizes up to £500
• Annual prize draw, including a holiday giveaway
• Length of service awards
• Career progression and internal opportunities
• Team events, fun days and free lunches
• £250 refer-a-friend scheme

Pre-Employment Checks

Due to the regulated nature of the role, successful candidates will be required to complete pre-employment checks, which may include:

• Criminal record checks
• Credit checks
• AML checks
• Sanctions checks
• Company system checks

Apply Today

If you have previous experience in webchat, email or digital customer service, are confident managing multiple online conversations and enjoy helping customers find solutions, we'd love to hear from you.

Apply today and we'll be in touch to discuss the role further.