Customer Service Representative – People‑Centric Financial Services Role – Hybrid (Glasgow) – Empathy‑Driven Client Support

About arenaflex – Making a Difference in Every Call

arenaflex is a leading provider of outsourced administration services for the UK Life Assurance and Pensions market. Since our founding in 2005, we have grown to become the single largest specialist in this space, handling some of the most sensitive and important conversations that people have about their financial futures. Our mission is simple yet powerful: to be there for customers during the moments that truly matter, delivering compassionate, accurate, and timely support every single time.

Operating on behalf of well‑known brands and public sector schemes, arenaflex leverages cutting‑edge technology and a people‑first culture to serve over 23 million customers – roughly one in three people across the United Kingdom. Our innovative approach goes beyond technology; we continuously explore new ways to improve customer experience, employee engagement, and operational excellence.

Why This Role Matters

As a Customer Service Representative based in Glasgow, you will be the voice of arenaflex for customers calling about life assurance, savings, investments, and pension plans. Whether you are helping a retiree plan their next chapter, assisting a family during a bereavement, or guiding a client through an investment update, you will ensure each interaction is seamless, respectful, and supportive.

This position is perfect for individuals who thrive in a dynamic environment, enjoy solving problems, and are passionate about delivering service that makes a real difference in people’s lives.

Key Responsibilities

• Answer inbound calls from customers across a range of financial products, including life assurance, savings, investments, and pensions.
• Provide clear, empathetic guidance on policy details, claim processes, and account updates.
• Assist customers in planning for retirement, accessing investment funds, and updating personal information.
• Support families during bereavement periods, ensuring sensitive handling of claims and benefits.
• Navigate multiple IT applications simultaneously while maintaining a high level of accuracy and attention to detail.
• Document interactions accurately in the CRM system, following arenaflex’s data protection and compliance standards.
• Identify opportunities to improve processes and share best practices with the team.
• Participate in ongoing training sessions to stay current with product knowledge, regulatory changes, and service techniques.
• Collaborate with colleagues across departments to resolve complex queries and deliver a unified customer experience.

Essential Qualifications

• Minimum of 1‑2 years’ experience in a customer‑facing role (e.g., contact centre, retail, hospitality, travel). Financial services experience is not required.
• Strong verbal and written communication skills, with the ability to simplify complex information.
• Demonstrated empathy, patience, and professionalism when dealing with sensitive topics.
• Proficiency in Microsoft Office, particularly Word and Excel.
• Comfortable using multiple software platforms concurrently and learning new applications quickly.
• Ability to remain calm under pressure and manage competing priorities effectively.

Preferred Qualifications & Additional Assets

• Previous experience handling financial or insurance‑related inquiries.
• Knowledge of UK pension regulations and life assurance terminology.
• Experience with CRM or ticketing systems.
• Certification in customer service excellence or related fields.
• Demonstrated commitment to continuous learning and personal development.

Skills & Competencies for Success

• Empathy & Active Listening: Ability to understand the emotional state of callers and respond with genuine care.
• Problem‑Solving: Quickly assess issues, identify root causes, and propose effective solutions.
• Attention to Detail: Accurate data entry and meticulous documentation to ensure compliance.
• Adaptability: Flexibility to shift between tasks, handle changing priorities, and embrace new technologies.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team environment.
• Time Management: Efficiently manage call handling times while maintaining quality standards.

Compensation, Benefits & Perks

arenaflex offers a competitive salary of £23,400 per annum, coupled with a comprehensive benefits package designed to support your wellbeing, financial security, and work‑life balance.

• Work Schedule: Monday‑Friday, flexible start times between 8:30 am and 5:30 pm (37.5 hours per week).
• Hybrid Remote Model: Combine office‑based collaboration with the flexibility of remote work.
• No Weekend Working: Enjoy your weekends free from shift duties.
• Annual Leave: 31 days of paid holiday, inclusive of UK Bank Holidays.
• Discretionary Bonus: Eligibility for an annual performance‑based bonus.
• Discounted Shopping: Access to a wide range of online deals through our employee discount programme.
• Vehicle & Mobility Benefits: Car lease scheme and arenaflex discount on select automotive brands, plus a Cycle‑to‑Work scheme and interest‑free season ticket loans.
• Volunteer Day: One paid day per year to support a cause you care about.
• People‑Centric Leave Policies: Carer’s Leave, Foster Leave, Fertility Leave, and Retirement Leave to help you navigate life’s milestones.
• Wellbeing Programme: Health checks, nutritional advice, second medical opinion options, employee assistance programme, and resources for mental, physical, and financial health.
• Pension & Protection: Contributory pension scheme (up to 6 % employer match), Group Life Assurance, and Group Income Protection.
• Career Development: Structured learning pathways, mentorship, and internal mobility opportunities within arenaflex.

Career Growth & Learning Opportunities

arenaflex is committed to investing in its people. As you excel in the Customer Service Representative role, you will have access to:

• Specialised training on financial products, regulatory compliance, and advanced customer interaction techniques.
• Leadership development programmes for those aspiring to supervisory or managerial positions.
• Cross‑functional projects that expose you to technology, process improvement, and analytics.
• Support for external certifications and professional qualifications relevant to the financial services sector.
• Regular performance reviews that focus on personal growth, skill enhancement, and career trajectory.

Our Culture – People First, Innovation Always

At arenaflex, we believe that a supportive, inclusive, and collaborative environment fuels exceptional service. Our core values include:

• Respect: Treating every colleague and customer with dignity and fairness.
• Integrity: Acting honestly and transparently in all interactions.
• Innovation: Continuously seeking smarter ways to serve customers and improve processes.
• Empowerment: Providing the tools, training, and autonomy needed to succeed.
• Community: Engaging with local initiatives, volunteering, and giving back to society.

Our Glasgow office is a vibrant hub where teamwork, laughter, and shared purpose are part of the daily rhythm. Whether you’re joining us in‑person or working remotely, you’ll feel connected to a network of professionals who are passionate about making a positive impact.

How to Apply

If you are ready to bring your empathy, communication skills, and problem‑solving mindset to a role that truly matters, we want to hear from you. Click the link below to submit your application and start your journey with arenaflex.

Apply Now – Join arenaflex Today!

Final Thoughts

arenaflex is more than a workplace; it’s a community dedicated to supporting people during life’s most pivotal moments. By joining our Customer Service team in Glasgow, you will become part of a mission‑driven organisation that values your growth, wellbeing, and the difference you make every day. Take the next step in your career and help us continue to deliver the exceptional service that millions of customers rely on.