About HGS

HGS is a global provider of technology, AI, and business services that helps organisations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in customer experience enables us to deliver practical innovation with measurable outcomes.

Part of the multi-billion-dollar Hinduja Group, HGS takes a "globally local" approach with 18,000+ employees across 10 countries and 30 delivery centres.

As a Customer Service Advisor, you will play an important role in supporting customers through a range of enquiries, applications, and case management activities. You will provide excellent customer service, ensure information is processed accurately, and help customers navigate processes and services confidently.

This role requires strong communication skills, attention to detail, problem-solving ability, and a commitment to delivering fair and positive customer outcomes.

Please note: This role is offered on a fixed-term contract basis, with contract lengths varying depending on the campaign and business requirements. Further details will be discussed during the recruitment process.

HGS Enables a Coaching Culture

HGS is dedicated to fostering a coaching culture where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential with support from colleagues, managers, and mentors through feedback, mentorship, and diverse learning opportunities.

If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.

Key Responsibilities

• Handle inbound customer contact and case management, using effective questioning and active listening to understand customer needs.
• Accurately process customer information, applications, requests, and case updates in line with client and business requirements.
• Resolve customer queries at first point of contact wherever possible, escalating complex cases appropriately.
• Manage challenging conversations professionally while maintaining a customer-focused approach.
• Maintain accurate records and detailed notes following each interaction.
• Work across multiple systems to gather, validate, and update information.
• Support team performance by sharing best practice and managing workload effectively.
• Work towards agreed performance objectives, including quality, productivity, compliance, and customer satisfaction measures.

Core Knowledge Requirements

• Customer service or contact centre experience.
• Strong communication skills with the ability to explain information clearly and professionally.
• High attention to detail when reviewing and validating information.
• Ability to manage challenging conversations calmly and confidently.
• Strong organisational skills and ability to work to deadlines in a structured environment.
• A positive attitude with a willingness to learn new processes and systems.

Technical Skill Requirements

• Confident IT literacy, including use of Microsoft Office, CRM systems, and email.
• Strong typing speed and accuracy.
• Ability to work across multiple systems simultaneously.
• Analytical capability to interpret information and make accurate decisions.
• Comfortable learning new technology and processes.

Technical Requirements

To participate in a remote role, technical requirements may vary depending on the campaign. Full details will be provided during the recruitment process where applicable.

Typical requirements may include:

• Windows 11 (23H2) or above
• CPU Gen5 2.4GHz or above
• 4GB RAM minimum (8GB preferred)
• Chrome or Microsoft Edge fully updated
• Antivirus software installed and maintained
• No screen recording software installed
• Reliable broadband connection (10-15 Mbps minimum)
• USB headset
• Webcam (may be required for training and meetings)