Customer Support Assistant

About the Company

Property Searches Scotland (PSS), part of tmGroup, is a leading provider of property search services to conveyancers and legal professionals across Scotland. Known for innovation, reliability, and award-winning service, PSS combines industry expertise with advanced technology to deliver accurate and efficient property search solutions.

Role Overview

The Customer Support Assistant will join the busy Customer Support team in Glasgow, acting as the first point of contact for clients. This high-volume, fast-paced role involves managing orders, answering queries, and ensuring client interactions are handled professionally and efficiently.

Key Responsibilities

• Respond to client queries via phone and email, providing professional and friendly support.

• Process customer orders received via email or online portal (Atomic), ensuring accurate record-keeping.

• Monitor and manage a shared inbox, prioritising urgent requests in line with SLAs.

• Support clients who face difficulties placing orders, providing guidance or placing orders on their behalf.

• Handle queries such as missing information, report amendments, council or roads enquiries, escalating to relevant internal teams when necessary.

• Assist during peak periods, particularly month-end, to ensure urgent cases are prioritised.

• Contribute to team goals, maintaining inbox clearance and turnaround times.

Candidate Requirements

• Previous customer service experience, preferably in an office or administrative setting.

• Proficient with Microsoft Office; experience with CRM or case management systems is beneficial.

• Strong communication skills with professional telephone etiquette.

• Highly organised, able to manage multiple tasks in a fast-paced environment.

• Detail-oriented, with accuracy in processing information and customer data.

• Team player, adaptable, resilient, and motivated to learn new systems.

What We Offer

• Competitive salary with an annual bonus scheme.

• Full benefits package: pension, private healthcare, life assurance, and 25 days holiday (rising with service).

• Flexible benefits covering financial, wellness, legal, and medical support.

• Hybrid working: initial office-based training followed by blended home/office work.

• Opportunities for career progression within a growing business.

• Supportive and award-winning team environment.

• Inclusive, equal opportunities workplace valuing diversity.