Customer Service Advisor (Complaints) - Glasgow

About us

Angard Staffing is the dedicated provider of Customer Service Advisors to Royal Mail’s contact centres across the UK. Due to an increase in workload volumes, we are looking for resilient candidates who have a passion for customer service to join our inclusive and friendly team on a temporary basis at our key site in Glasgow.

The role

The aim of the role will be to provide first time solutions for customers, via telephone and email, within agreed handling times whilst delivering excellent quality of service. We are looking for candidates who are familiar with working in a contact centre and are comfortable using a multi-screen environment.

Job Details:

Job Title: Customer Service Advisor (Complaints)

Location: CE, Glasgow Mail Centre, 20 Turner Road, Glasgow. G21 1AA

Start dates:

• Monday 12 October 2026 
• Monday 2 November 2026
• Monday 23 Novemeber 2026

Pay Rate: £13.93 per hour

Contract: Temporary (up to 12 weeks, with potential extension)

Hours: Around 37.5 hours per week, between the hours of 8:00am – 18:30pm Monday – Saturday (Saturday work is essential, and you will get a random day off in the week)

Mandatory Training Requirement: Successful completion of a mandatory three-week training programme is required. Individuals can only be signed off to undertake live calls once they have successfully completed training and demonstrated the required level of competence. No annual leave is permitted during the three-week training period. Applicants must maintain the required standards of attendance, performance and behaviour throughout their assignment.

Key accountabilities

• Provide first-time solutions for customers via telephone and email.
• Handle consecutive phone calls and manage complaints effectively.
• Deliver excellent quality of service within agreed handling time.

Required Skills & experience

• Passion for delivering great customer experiences.
• Confidence in taking consecutive phone calls and handling complaints.
• Ability to prioritize and manage workloads.
• Flexible and adaptable to changing customer demands.
• Enthusiastic and responsive.
• Self-motivated, able to work independently or as part of a team.
• Ability to work under pressure and meet deadlines.
• Call centre/contact centre experience is essential. Strong transferable skills from other customer service backgrounds will be considered.
• Good level of spoken English and clear communication skills.
• Competent IT skills, with the ability to confidently use computers, Microsoft Outlook, and internal systems 

Desirable Qualities

• Proven record in a fast-paced customer service environment.
• Quick, accurate typist with high attention to detail.
• Ability to handle difficult complaints professionally and with resilience.
• Excellent telephone manner and telephony experience.
• Proficient in email, spreadsheet, and word processing software.
• Creative problem solver with a focus on resolution.
• Accurate and consistent data input.

Work Environment

• Inclusive and friendly atmosphere.
• Supportive team culture.

If you have the resilience and passion for customer service, and meet these criteria, this could be a fantastic opportunity for you! Are you ready to join our team?