Location: Remote (Applicants must be based within the Dundee, Dunfermline, Edinburgh, Stirling or Glasgow catchment areas)
Hours: Monday to Friday, 9:00am - 5:00pm
Pay Rate: -13.79 per hour

This position is initally a 6 month temp role with the potential for permanency as well as extension to contract.

We''re looking for a detail-oriented and customer-focused Customer Relationship Agent to join a busy team supporting customers through a variety of enquiries and case resolutions. This is a fully remote position, offering the opportunity to work from home while delivering an exceptional customer experience.

You will manage customer cases from start to finish, conduct investigations, calculate refunds and compensation where appropriate, and communicate with customers through letters, emails and social media channels.

Please note: Due to business requirements, applications will only be considered from candidates residing within the catchment areas of Dundee, Dunfermline, Edinburgh, Stirling, and Glasgow.

• Manage customer cases in line with company procedures and compliance requirements.
• Conduct internal investigations relating to customer complaints and enquiries.
• Calculate refunds and compensation accurately.
• Update and maintain internal systems and customer records.
• Draft professional customer correspondence, including letters and emails.
• Respond to customer enquiries received via social media platforms.
• Ensure all customer interactions are handled professionally and efficiently.
• Deliver outstanding customer service while meeting quality and compliance standards.
• Work collaboratively with colleagues to achieve positive customer outcomes.
• Maintain accurate documentation and case records.

Essential:

• Previous call centre, customer service or administrative experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and deadlines effectively.
• Good IT skills and confidence using multiple systems.
• Strong problem-solving and investigative abilities.
• Ability to work independently in a remote environment.

Desirable:

• Experience handling complaints or customer case management.
• Experience calculating refunds, compensation or financial adjustments.
• Experience responding to customers through email and social media channels.

• A professional and empathetic communicator.
• Someone who enjoys investigating and resolving customer issues.
• Highly organised with excellent attention to detail.
• Self-motivated and able to work effectively from home.
• Passionate about delivering exceptional customer service.

• Fully remote working.
• Monday to Friday schedule with no weekend working.
• Competitive pay rate of -13.79 per hour.
• Supportive team environment.
• Training and development opportunities.

To be considered, applicants must be based within the Dundee, Dunfermline, Edinburgh, Stirling, or Glasgow catchment areas and have previous call centre or administrative experience.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age