Customer Support Assistant

Property Searches Scotland (PSS) is a market-leading provider of property searches to conveyancers and legal professionals throughout Scotland. Part of tm Group, PSS has established itself as a trusted, innovative, and award-winning service provider. We combine industry expertise with cutting-edge technology to deliver accurate, efficient, and highly reliable property search solutions.

We’re now looking for a Customer Support Assistant to join our busy Customer Support team in Glasgow. This is a high-volume, fast-paced role where you’ll be the first point of contact for our clients, playing a vital part in ensuring orders and queries are handled quickly, accurately, and professionally.

• Act as the first point of contact for client queries via phone and email, delivering a friendly and professional customer experience.
• Process customer orders received through email and our online ordering portal, recording and managing them within our in-house system, Atomic.
• Monitor and manage a shared inbox, prioritising urgent and high-priority requests in line with agreed SLAs.
• Support clients who experience issues placing orders, including guiding them through the portal or placing orders on their behalf.
• Handle a wide range of queries, from missing information and report amendments to council or roads enquiries, escalating to PEC or Titles teams where required.
• Answer incoming calls, resolving issues efficiently or directing queries to the appropriate internal teams.
• Assist during peak periods, particularly at month-end when transaction volumes increase, ensuring urgent cases are prioritised appropriately.
• Contribute to shared team goals, including maintaining inbox clearance and turnaround times.

You’ll join a close-knit team who work collaboratively and take pride in delivering results — especially during busy periods where teamwork and communication are key.

• Previous customer service experience, ideally in an office or administrative environment
• Comfortable using Microsoft Office applications; experience with CRM or case management systems is beneficial (full training on systems will be provided).
• A confident communicator with a positive, professional telephone manner.
• Highly organised and able to manage a varied workload in a fast-paced environment.
• Detail-oriented, with a high degree of accuracy when processing information and handling customer data.
• A team player who thrives on shared goals and supporting colleagues.
• Adaptable and resilient, able to handle peaks and troughs in workload, particularly during busy month-end periods.
• Motivated to learn new systems and develop within the role.

• Competitive salary with participation in an annual bonus scheme.
• Full benefits package including 25 days holiday (rising with service), private healthcare, pension, and life assurance.
• Flexible benefits scheme covering financial, wellness, legal, and medical support.
• Reward and recognition platform with a wide range of perks.
• Hybrid working - initial office-based training (typically the first week or two), followed by a blend of home and office working,
• Opportunities for career progression within a growing and successful business.
• Supportive, knowledgeable, and award-winning team environment.
• The opportunity to be part of a team that takes real pride in its achievements.

At PSS, we value teamwork, attention to detail, and delivering a reliable service our clients can trust. If you enjoy helping customers, working in a collaborative environment, and being part of a team that genuinely supports one another, we’d love to hear from you.

We’re proud to be an equal opportunities employer and are committed to creating an inclusive and diverse workplace where everyone feels valued and supported. We welcome applications from all backgrounds and do not discriminate on the basis of age, disability, gender identity or expression, race, religion or belief, sex, sexual orientation, or any other protected characteristic.

If you’re ready for a challenging, rewarding role in a leading Scottish business, apply now.