Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support vulnerable customers facing financial difficulties with tailored solutions and compassionate guidance.
- Company: Join OSB Group, a specialist mortgage lender passionate about people and collaboration.
- Benefits: Competitive salary, enhanced family benefits, annual bonus, and 28 days leave plus bank holidays.
- Why this job: Make a real difference in people's lives during their toughest times while growing your career.
- Qualifications: Experience supporting vulnerable customers with empathy and excellent communication skills.
- Other info: Dynamic team environment focused on inclusivity and personal development.
The predicted salary is between 27500 - 31500 £ per year.
About the team
Our Specialist Financial Support Team is here to help our most vulnerable customers whenever they’re experiencing financial difficulties. We’re focused on delivering good outcomes for anyone facing challenges with their mortgage payments. We care deeply about doing the right thing and making sure we meet all our responsibilities.
What you will be doing?
In this role, you will have the chance to make a real difference to our customers facing particularly complex vulnerabilities such as mental health challenges, domestic, economic or financial abuse or reduced mental capacity. These customers often need individually tailored solutions, and your support can have a truly positive impact during difficult times. You will take the time to understand each customer's circumstances in detail so you can offer the right level of support as they manage their mortgage account. This could include helping them complete income and expenditure forms, exploring their circumstances and looking into suitable forbearance options, making thoughtful decisions to support their account recovery or towards a possible exit solution.
Your responsibilities will include:
- Taking ownership of customer accounts including residential, buy-to-let and shared ownership and guiding customers through their journey.
- Communicating with customers in the way that suits them best, whether that’s by phone, letter or email.
- Supporting vulnerable customers by taking the time to understand their needs to ensure the best outcome.
- Providing a personalised approach for every customer whether they are up to date or in arrears.
- Making full use of the Group’s forbearance toolkit to offer the most suitable options.
- Working alongside a friendly and supportive team with the desire to make a difference.
- Following the company’s Group Customer Access, Inclusion and Vulnerability Policy to ensure each customer receives the right outcomes.
The hours of work will be 35 hours per week with differing working patterns between 0800 – 1800 hours.
What’s in it for you?
We offer a base salary dependent on experience from £27,500 - £31,500 and a competitive benefits package including:
- Enhanced family-focused benefits.
- Annual Bonus Opportunity.
- 28 days annual leave plus bank holidays.
- 2 days volunteering to make a difference.
About us
OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we’re passionate about our people and want to continue building a collaborative and engaging environment!
Do you have the skills?
We are looking for talented, resilient individuals who have the experience and knowledge set out below:
- Proven experience supporting vulnerable customers with a wide range of needs, including those facing complex personal, financial or emotional challenges, and providing thoughtful, tailored support to help them achieve the best possible outcomes.
- Understanding complex personal situations, showing care, patience and sensitivity.
- Proven ability to communicate clearly and compassionately across phone, email and written correspondence, adapting your style to suit each customer.
- Excellent active listening skills to understand a customer’s circumstances so you can provide tailored, appropriate support.
- Good decision-making skills so you can confidently assess individual cases.
- Resilience and calmness under pressure to manage emotional or sensitive conversations while remaining supportive, composed and professional.
Next steps
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Still on the fence? Hear from our team or explore our process: OSB Careers. Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive of any individual reasonable support required. We want to bring out the best in you!
Diversity, Equity & Inclusion
Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally. We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.
Vulnerable Customer Consultant in Wolverhampton employer: OneSavings Bank Plc
Contact Detail:
OneSavings Bank Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vulnerable Customer Consultant in Wolverhampton
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into OSB Group's values and mission. Understanding their commitment to vulnerable customers will help you connect your experiences to their goals.
✨Tip Number 2
Practice active listening! In your conversations, show that you can truly understand and empathise with customers' situations. This skill is crucial for a role focused on supporting vulnerable individuals.
✨Tip Number 3
Be ready to share real-life examples! Think of times when you've helped someone through a tough situation. Tailor your stories to highlight your ability to provide thoughtful, personalised support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you're serious about joining our team at OSB Group!
We think you need these skills to ace Vulnerable Customer Consultant in Wolverhampton
Some tips for your application 🫡
Show Your Passion for Helping Others: When writing your application, let us see your genuine passion for supporting vulnerable customers. Share any relevant experiences where you've made a positive impact, as this will resonate with our mission to deliver good outcomes.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. Highlight your ability to communicate compassionately and your understanding of complex personal situations – these are key to the role!
Be Clear and Concise: We appreciate clarity! Use straightforward language and structure your application well. This helps us understand your qualifications and how you can contribute to our team without any confusion.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our fantastic benefits there.
How to prepare for a job interview at OneSavings Bank Plc
✨Understand Vulnerability
Before your interview, take some time to research the different types of vulnerabilities customers may face. This will help you demonstrate empathy and understanding during the conversation, showing that you’re not just aware of the challenges but are also ready to provide tailored support.
✨Practice Active Listening
During the interview, focus on showcasing your active listening skills. You might be asked situational questions, so practice responding by summarising what you’ve heard and how you would approach the situation. This will highlight your ability to understand complex personal circumstances.
✨Communicate with Compassion
Prepare to discuss your communication style. Think of examples where you adapted your approach to suit a customer’s needs. Whether it’s through phone calls or written correspondence, being able to articulate your compassionate communication will set you apart.
✨Showcase Decision-Making Skills
Be ready to talk about times when you had to make tough decisions under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers, demonstrating your ability to assess individual cases thoughtfully and effectively.