Customer Advisor – Part-Time, Flexible Work (1 Week per Month)

Overview

We’re looking for skilled customer service professionals, ideally with a background in financial services or experience supporting vulnerable customers, to join our part-time Customer Advisor team.

Each month, our client experiences spikes in call volumes. We’re building a reliable bank of part-time advisors who are available to work one full week per month to provide calm, empathetic, and knowledgeable support to customers – many of whom may be in financial difficulty. We are seeking individuals who would be available to commit month after month to this, rather than someone looking for a stop gap.

Location & Work Pattern

• Location: Remote
• Work Pattern: Monday to Friday 9am – 6pm & Saturday 9am – 1pm
• Start Dates: ASAP
• Duration: 1 week per month and ongoing

Your day-to-day activities

• Handle inbound-only customer calls (no cold calling or outbound sales)
• Review customer account information and assess financial situations
• Identify the cause and duration of financial difficulty and explore any previous support given
• Determine the most appropriate support route: short-term payment break or longer-term reduced payment plan
• Signposting to external organisations (e.g., MoneyHelper, domestic abuse or homelessness charities)
• Identify and respond sensitively to vulnerability indicators
• Capture or assist with Income & Expenditure assessments, using a supportive, customer-led approach
• Agree appropriate solutions without negotiation pressure – there are no sales or collection targets
• Provide a service that’s built on trust, understanding, and professionalism

Knowledge, Skills & Experience

We are particularly interested in candidates who have experience in:

• Customer service roles – particularly in regulated environments
• Support roles – dealing with vulnerable individuals, hardship, or sensitive disclosures
• Handling income and expenditure assessments, affordability checks, or similar conversations

Skills & Qualities We Value

• Empathy and active listening – able to build rapport and put customers at ease
• Emotional intelligence – particularly when handling sensitive situations and disclosures
• Professionalism and discretion – understanding of data handling and customer confidentiality
• Resilience and calm under pressure – particularly when customers are distressed or frustrated
• Clear and confident communication – able to explain options and next steps effectively
• Problem-solving mindset – able to use internal systems to assess and resolve account queries
• Comfortable with supporting vulnerable customers and making appropriate referrals

Seniority level

• Entry level

Employment type

• Contract

Job function

• Customer Service