Customer Service Advisor (Vulnerability Specialist)
Previous customer service experience is not required.
We're not looking for people who have simply worked in customer service before. We're looking for individuals with the compassion, resilience, and determination to support customers through some of life's most challenging situations.
If you're a great listener, enjoy helping people, and can remain calm and professional when conversations become complex or emotional, we'd love to hear from you. We'll provide the training and support you need to succeed.
Start Date December 2026
Location Llanelli (Full-time office-based)
Salary £26,320 plus the opportunity to earn up to 25% monthly bonus (£6,357 per year)
About the Role
This is not a typical customer service role.
Every day, you'll speak with customers facing a wide range of complex financial and personal challenges. Some conversations may be difficult, emotional, or sensitive, requiring patience, understanding, and excellent communication skills.
Working within the energy industry on behalf of our clients, you'll help customers find practical solutions to their circumstances while delivering outstanding service and ensuring they feel heard, respected, and supported throughout their journey.
Success in this role isn't just about solving problems. It's about balancing empathy with action, building trust with customers, and achieving the right outcomes when people need support the most.
If you're motivated by making a genuine difference in people's lives, this role offers a rewarding opportunity to do just that.
Working Pattern
Monday to Friday, 37.5 hours per week
Training (First 3 Weeks)
09:30 - 16:30
Shift Rotation (3-Week Cycle)
Week 1: 08:00 - 16:00
Week 2: 09:00 - 17:00
Week 3: 10:00 - 18:00
Key Responsibilities
- Supporting customers through complex and often sensitive situations with professionalism, patience, and empathy.
- Taking ownership of customer issues and working towards fair, practical, and sustainable resolutions.
- Listening carefully to understand each customer's individual circumstances and identifying the most appropriate support available.
- Helping customers manage energy-related challenges by exploring options tailored to their needs.
- Working closely with internal teams to ensure customers receive consistent, fair, and compassionate support.
- Signposting customers to relevant tools, resources, and external support services where appropriate.
- Acting as an advocate for vulnerable customers, ensuring their circumstances are understood and considered throughout the customer journey.
- Delivering excellent customer experiences while maintaining high standards of compliance, quality, and service.
What We're Looking For
We're looking for people with the right attitude and personal qualities rather than specific industry experience.
You will have:
- A genuine passion for helping people and making a positive difference.
- Strong listening skills and the ability to understand the needs behind what customers are saying.
- The confidence to navigate challenging conversations with empathy and professionalism.
- Emotional resilience and the ability to remain calm when dealing with sensitive or distressing situations.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a determination to find solutions that work for both the customer and the business.
- A positive attitude towards learning and personal development.
- The ability to build trust and rapport with people from a wide range of backgrounds.
Why Join Sonex?
- Salary: £25,429 plus up to 25% monthly bonus (£6,580 annually)
- Holiday Allowance: 33 days (including public holidays), rising to 36 days with service
- Recognition Schemes: Internal awards with financial incentives
- PerkBox Membership: Access to discounts and wellbeing tools
- Social Events: Summer and Christmas parties, plus regular team socials
- Refer-a-Friend Scheme with rewards
- Ongoing Training and Development in a supportive environment
- Career Progression Opportunities within a growing organisation
Some people see customer service as answering questions. We see it differently.
This role is about helping people through difficult moments, building trust during challenging conversations, and finding solutions that genuinely improve a customer's situation. If you're someone who combines empathy with determination and wants a career where your work makes a real difference every day, we would love to hear from you.
Customer Service Specialist in Llanelli employer: Lantern
At Lantern, we pride ourselves on being an excellent employer by fostering a collaborative and inclusive work culture that values flexibility and innovation. Our hybrid working model not only promotes work-life balance but also encourages meaningful interactions among teams, providing ample opportunities for professional growth and development in the dynamic field of risk management. Join us to be part of a forward-thinking organisation that prioritises employee well-being and career advancement in the heart of the financial services sector.
