Customer Service Operations Specialist

1 month ago


Glasgow, Glasgow City, United Kingdom NRG. Full time

We are currently working with NRG to find a Customer Service Operations Specialist to join their Technical Servicing team on a 12-month fixed-term contract.

This role has a salary of £25,000 to £27,000, working 35 hours per week, Monday to Friday, 9am to 5pm, with a 1-hour lunch break.

This position requires balancing customer needs and expectations with managing a diverse and dynamic workload. Each day, you'll handle numerous queries, aiming to resolve them within agreed timeframes to support advisers in achieving optimal outcomes for their clients.

You will be responsible for identifying areas for control improvement and assisting in the design and implementation of enhancements to better serve clients and protect their funds.

Why Work with NRG?

NRG offers a comprehensive benefits package designed to support your financial security, work-life balance, and overall wellbeing:

  • Financial Security: Competitive salary, annual reviews, 10% non-contributory employer pension, annual performance-linked bonus, group income protection, and life assurance.
  • Work-Life Balance: Potential for hybrid working opportunities, 25 days holiday plus bank holidays, increased holidays with length of service, and a holiday trading scheme.
  • Wellbeing: Private medical insurance, pantry stocked with free food and snacks, discounted gym memberships, cycle-to-work scheme, employee assistance programme with confidential counselling, and support from trained mental health first aiders and menopause ambassadors.

Your Responsibilities:

  • Servicing clients by applying money, handling queries, processing transfers, or handling pension queries.
  • Supporting across the breadth of the department and adapting to its needs.
  • Sharing knowledge across the user operations team and wider business.
  • Ensuring user operations processes run smoothly, highlighting areas for improvement, and enhancing the customer journey.

About You:

You should be well-organised and able to understand people's needs. You'll have a knack for asking insightful questions to grasp expectations and can react swiftly to solve problems as they arise.

You enjoy mentoring others and take pride in promoting the right behaviours, supporting core values, and personally exemplifying them. You'll set high performance standards, fostering an environment where high performance is the norm.

An understanding of the impact of your actions and the ability to manage them in accordance with the risk framework is essential.



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