Customer Service Specialist (Edinburgh)

This isn’t your typical customer service role.

Every day, our customers rely on us during some of the most important moments in their lives. They contact us when they need support, guidance, answers, and sometimes when they’re facing difficult or emotional circumstances.

That’s why we’re looking for people who don’t just provide great service — we’re looking for people who can make a genuine difference.

As a Customer Experience Specialist, you’ll have real responsibility from day one. We don’t use scripts, and we don’t expect you to follow a one-size-fits-all approach. Instead, we’ll trust you to listen, understand each customer’s individual situation, and make decisions that deliver the right outcome.

Some conversations will be straightforward. Others won’t.

You’ll regularly speak with customers who are frustrated, upset, anxious, or facing challenging situations. You’ll need the resilience to handle difficult conversations with empathy and professionalism, the confidence to challenge when appropriate, and the courage to deliver decisions that customers may not always want to hear.

This is a role for someone who can remain calm under pressure, build trust quickly, and balance customer needs with business requirements.