PBR Customer Support Specialist

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About the role

We are looking for a PBR Customer Support Specialist to join our Customer Experience team on a 6-month fixed-term basis, supporting a major Past Business Review (PBR) programme. This is a specialist, customer-facing role supporting clients through sensitive remediation and service-change journeys. You will work directly with former clients, existing LifePlan clients and Managed clients, helping them understand approved communications, complete required actions and navigate the operational aspects of the PBR process. This role is not about providing financial advice or making decisions about suitability or redress. Instead, you will provide clear, accurate and empathetic support within defined processes, identify when a situation requires escalation, and maintain high-quality case records. You will work closely with Customer Experience, Operations, Compliance and the PBR project team to ensure clients receive a consistent, well-controlled experience throughout the review.

What you'll do

• Client support
• Respond to inbound and outbound client communications relating to the PBR.
• Explain the purpose and process of the PBR using approved wording and guidance.
• Answer operational questions about timelines, next steps and required actions.
• Support clients through remediation, redress and service-change journeys.
• Record client responses, actions and outcomes accurately.
• Follow up with clients who have not responded, using agreed contact strategies.
• RPQ and Managed support
• Help clients understand why they have been asked to complete the revised Risk Profiling Questionnaire (RPQ).
• Support clients in accessing and completing the RPQ journey.
• Explain process steps without influencing or coaching a client's answers.
• Track completion, failed journeys and client blockers.
• Escalate questions about suitability, risk profile, or the appropriateness of the RPQ or Managed service.
• LifePlan and remediation support
• Support clients through LifePlan closure communications and operational next steps.
• Explain available routes factually, without recommending which option a client should choose.
• Support clients with operational processes such as transfers, withdrawals or migration.
• Answer questions about redress communications and payment timing.
• Follow up failed or bounced redress payments.
• Collect or verify information through approved processes.
• Escalate disputes about review outcomes or redress calculations.
• Vulnerable customers and complaints
• Identify indicators of vulnerability during client interactions.
• Apply the appropriate vulnerable customer process and reasonable adjustments.
• Handle sensitive situations, including bereavement, with empathy and care.
• Recognise expressions of dissatisfaction and potential complaints.
• Route complaints through the formal complaints process.
• Escalate conduct, Consumer Duty, vulnerability, complaint or reputational risks appropriately.
• Case management and MI
• Maintain accurate case notes and evidence.
• Apply PBR tags and workflows correctly.
• Track unresolved cases, non-responders, failed contacts and payment blockers.
• Maintain accurate information on client outcomes and outstanding actions.
• Contribute to MI and reporting for the PBR project team.
• Identify recurring client questions and themes that could improve communications, macros or processes.

What you won't be responsible for

There are important boundaries to this role. You will not:

• Make suitability or unsuitability decisions.
• Provide regulated financial advice or personal recommendations.
• Coach clients on how to answer the RPQ.
• Calculate, amend or negotiate redress amounts.
• Make policy or methodology decisions.
• Create bespoke explanations outside approved guidance.
• Agree exceptions to the PBR methodology.
• Close or resolve complaints outside the formal complaints process.

Knowing when to stop, recognise a risk and escalate is just as important as resolving a client's question yourself.

What we're looking for

• Strong written and verbal communication skills, with the ability to explain potentially complex information clearly and sensitively.
• Experience handling sensitive, complex or high-stakes customer/client queries.
• Strong attention to detail and a disciplined approach to case management and record keeping.
• Good judgement and confidence to elevate rather than make a decision yourself.
• Ability to follow defined processes and approved wording consistently.
• Comfortable working with scripts, templates, macros and controlled client communications.
• Ability to manage repetitive operational work while maintaining a consistently high level of accuracy.
• A calm, empathetic approach when dealing with distressed, vulnerable or dissatisfied clients.

Nice to have

• Experience working in financial services, particularly investments or wealth management.
• Experience supporting remediation, complaints or other regulated customer processes.
• Understanding of Consumer Duty and the importance of fair customer outcomes.
• Experience working with vulnerable customers.
• Experience with investments, managed portfolios, transfers or withdrawals.
• Experience using Zendesk or similar case-management platforms.

What you'll need to succeed

The strongest person in this role will combine customer empathy with operational discipline. You will need to balance speed with accuracy, follow processes without becoming overly rigid, and recognise when a seemingly straightforward customer query creates a regulatory, complaint, vulnerability or advice risk.

Training and support

Before handling PBR client contact, you will receive training covering:

• The PBR and the different client cohorts.
• The RPQ journey and appropriate boundaries.
• LifePlan closure and available operational routes.
• Redress communications and payment processes.
• Vulnerable customer handling.
• Complaints recognition and escalation.
• Consumer Duty considerations.
• Case recording and MI requirements.

Quality assurance will be built into the role from the outset, including enhanced review of early client communications and ongoing sampling once performance is established.

Why join this role?

This is an opportunity to play a key role in a significant client-facing programme. You will have direct responsibility for helping clients navigate potentially sensitive situations, while working alongside Customer Experience, Operations, Compliance and the PBR project team. This role would suit someone who enjoys complex customer work, structured problem solving and operating in an environment where accuracy and judgement matter.

Our Hiring Process

• Introductory call with our Talent team
• Gamified cognitive assessment to understand how you think and problem-solve
• Take-home task
• Competency interview focused on your experience (may include a short task or case study)
• Senior leadership interview to explore alignment with our culture, values, and strategic direction