Customer Service Executive (Finance)

TL;DR

Customer Service Executive (Finance): Handling customer and adviser queries via phone and email with an accent on problem-solving and digital adoption. Focus on resolving complex queries, supporting vulnerable customers, and ensuring a high-quality human interaction.

Location: Hybrid (Stirling or Edinburgh), must be able to work from the office up to 3 days a week

Company

hirify.global is a long-standing savings and investments firm combining asset management and insurance expertise to provide long-term investment solutions.

What you will do

• Manage customer and adviser interactions via phone and email to resolve queries.
• Guide users through Digital Account journeys to drive digital adoption.
• Handle complaints with empathy and support vulnerable customers professionally.
• Identify and analyze repeat problems to help prevent them from recurring.
• Maintain competency in accordance with T&C Governance schemes and keep pension knowledge current.
• Manage risk responsibly and collaborate with team members to improve service quality.

Requirements

• Previous experience in customer service.
• Ability to build rapport and communicate complex information clearly without jargon.
• Strong commitment to quality, accuracy, and doing the right thing.
• Must be based in or able to commute to Stirling or Edinburgh.

Culture & Benefits

• Valuable pension scheme with 18% total contributions (13% employer, 5% employee).
• 38 days of annual leave including bank holidays, with options to purchase additional days.
• Comprehensive health and protection cover, including private healthcare, critical illness, and life assurance.
• Inclusive "Inspiring Families" policy providing comprehensive paid parental leave.
• Supportive environment with flexible working arrangements and workplace accommodations.