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.
- Other info: Dynamic team environment focused on inclusivity and personal development.
- Why this job: Make a real difference in people's lives during their toughest times while growing your career.
- Qualifications: Experience supporting vulnerable customers and excellent communication skills are essential.
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
At OSB Group, we pride ourselves on fostering a collaborative and engaging work environment that prioritises the well-being of our employees. As a Customer Service Assistant in our Hempstead Branch, you will not only enjoy a competitive salary and comprehensive benefits package, including enhanced family-focused benefits and private medical insurance, but also have the opportunity to grow your skills in a supportive team dedicated to delivering exceptional customer service. Join us in making a meaningful impact while enjoying a healthy work-life balance with generous leave policies and a commitment to diversity and inclusion.
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! Research OSB Group's values and mission, especially their commitment to supporting vulnerable customers. This will help you tailor your conversations during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your active listening skills! In this role, understanding customer needs is key. During mock interviews or networking chats, focus on really listening to what others are saying and responding thoughtfully. It’ll set you apart as someone who truly cares.
✨Tip Number 3
Be ready to share real-life examples! Think of situations where you've supported vulnerable individuals or handled sensitive conversations. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your experience effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join our supportive team at OSB Group. Let’s make a difference together!
We think you need these skills to ace Vulnerable Customer Consultant in Wolverhampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience with vulnerable customers. We want to see how your skills align with the role, so don’t hold back on sharing relevant examples!
Show Your Compassion:In your written application, let your empathy shine through. This role is all about understanding and supporting those in difficult situations, so express your passion for helping others.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts well. We appreciate a well-organised application that’s easy to read!
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 can check out more about our fantastic benefits while you’re there!
How to prepare for a job interview at OneSavings Bank
✨Understand the Role Deeply
Before your interview, take the time to really understand what it means to be a Vulnerable Customer Consultant. Familiarise yourself with the challenges vulnerable customers face and think about how you can provide tailored support. This will help you demonstrate your commitment to making a difference during the interview.
✨Showcase Your Empathy
In this role, empathy is key. Prepare examples from your past experiences where you've successfully supported vulnerable individuals. Be ready to discuss how you approached sensitive situations with care and understanding, as this will highlight your suitability for the position.
✨Practice Active Listening
During the interview, practice active listening. This means not just hearing the questions but also reflecting on them before responding. Show that you can adapt your communication style to suit different needs, which is crucial for this role.
✨Prepare Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful ones that show your interest in the company’s approach to supporting vulnerable customers. This could include asking about their forbearance toolkit or how they measure success in customer outcomes.
