Customer Support Agent

Customer Support Agent - Part time (27.5 hours) - 18-month contract - Glasgow HQ 

At itison, we believe life is about the experience. Our mission is to connect our 1.7 million members with the best local experiences to share with their favourite people. We partner with over 5,000 local and national businesses, create spectacular events, operate top-notch Glasgow bars and restaurants, and run our charitable arm, itison us, to give wonderful experiences to those in need.  

Based in Glasgow, we are proud of our culture, team, and environment.  

This is a part-time position, working 27.5 hours across 5 days over a 7-day rota.

About our Customer Support team  

Our Customer Support team is the glue that holds it all together. We work closely with operational teams to deliver exceptional service, even when things go awry. We believe in empathy-driven support and are on the hunt for someone who can champion this mission with us.   

• Contract: the role is initially an 18-month contract, with a view to a permanent position if the opportunity arises.   

• Working hours: normal hours will be 27.5 hours per week across a 7-day rota. We are ideally looking for someone to work 10am to 4pm, 5 days per week over 7 days. At peak times, some additional or altered hours may be required to cover up to 7pm.  

• Location: the role is fully based in our Glasgow HQ, just off George Square.  
   

What you’ll be working on  

You’ll be the point of contact for customers who have questions about our deals and events, or who might need help booking/enjoying one of our experiences.  

When things don’t go to plan, you’ll be there to turn it around and do your best to make sure every customer has an amazing experience.  
 

Your day to day  

• Deliver excellent customer service over the phone and email  
• Troubleshoot and resolve issues quickly and effectively  
• Keep a positive and professional attitude while juggling a caseload of enquiries  
• Work at pace to get through your daily caseload efficiently whilst also giving great service 
• Use your communication skills to provide clear, friendly support  
• Collaborate with the team to keep improving the customer journey  

You should apply if: 

• Customer-focused: you have a calm, positive outlook and genuine passion for helping people  
• Adaptable: you thrive in a fast-paced setting and enjoy managing varied cases  
• Problem solver: you’re great at resolving issues on your own and using your initiative 
• Communication ace: you have excellent written and verbal communication skills  
• People person: you’re a good listener and can build rapport quickly  
• Tech-savvy: you’re comfortable with computers and can learn new systems fast  
• Resilient: you work well under pressure and bounce back from occasional setbacks 
• Independent: you're a great team player but can work equally well independently and manage your own caseload of enquiries 

Experience in the hospitality sector would also be advantageous.  
 

What’s in it for you?  

• Salary £23k p.a 
• 15% staff discount on itison.com 
• 50% discount in itison owned venues  
• Private healthcare  
• Pension scheme  
• Enhanced maternity/paternity  
• Birthday holiday  
• Duvet days and summer/winter school (flex-time, our way)  
• Learning grant to develop your skills outside of work  
• Volunteering time  
• Great team socials 
• Amazing HQ with lunchtime pilates, gym, cereal bar, and endless fruit bowl  
• Town Hall Fridays: end the week with your drink of choice while teams share their successes

No recruiters or agencies