At a Glance
- Tasks: Support vulnerable customers through empathetic communication and problem-solving.
- Company: Well-established employer in Kilmarnock with a supportive culture.
- Benefits: Competitive salary, hybrid working, recognition programmes, and team-building events.
- Other info: Enjoy a modern workspace with fun break activities and opportunities for personal growth.
- Why this job: Make a real difference in people's lives during their toughest times.
- Qualifications: Empathy, resilience, and strong communication skills are essential.
The predicted salary is between 25000 - 25000 £ per year.
Pertemps are delighted to be working on behalf of a well-established employer based in Kilmarnock to support on their search for Vulnerable Customer Care Agents. This is a permanent role which is well-suited to those who come from a care background.
What your day looks like:
- A new challenge every day
- Helping customers who are experiencing complex personal circumstances
- Discuss, empathise, and encourage disclosure of information to allow you to help customers
- Communicating with customers and third parties via telephone, email, letter & live chat
- Work together with your team and share best practice to continually improve service
- Celebrate success – we encourage you to highlight awesome work completed
What we expect from you:
- Deliver great conversations and customer outcomes – by phone and in writing
- Maintain consistently high standards of quality during customer interactions
- Know Your Customer – Take the right approach, not necessarily the normal approach
- Adhere to regulations (these are covered off in training)
- Efficiently managing your caseload within agreed targets
- Comfortable using multiple systems and Microsoft packages
- Adhere to our values
- Committed to always doing our best work
- Accountable for our actions
- Respectful in our interactions with each other
- Ethical in every situation
- Successful because we work together as a team
You’ll be:
- Confident and empathetic when communicating with customers including regularly speaking to those who threaten to complete suicide and/or harm themselves and the recently bereaved
- A patient demeanour
- Able to make confident decisions about capacity & incapacity
- Good at reading between the lines and listen out for/look for things customers haven’t disclosed, but may factor into our decision making
- Ability to show great resilience after upsetting and unsettling calls
- Willing to share your own expertise and ideas
- Open to coaching and keen to learn new skills
- Great at engaging with customers and building relationships, with a service-minded approach
Benefits:
- Monthly/Quarterly recognition programme and incentives throughout the year
- Ability to earn annual bonus
- Hybrid/Flexible hours of work – Currently Monday to Friday between 8am and 5pm
- Modern working environment with pool and ping pong tables for breaks
- Team building nights and days
- 1 give back day a year, to support a charity of your choice!
This role will give you the opportunity to make a real difference to customers in a time of need. If this role sounds like something you would excel in then reach out to the Pertemps team for more information!
Vulnerable Customer Support Agent in Kilmarnock employer: Pertemps Bond
Pertemps is an exceptional employer that prioritises the well-being of its employees while fostering a supportive and collaborative work culture. With flexible hybrid working options, a modern environment equipped with recreational facilities, and a strong emphasis on employee recognition and growth, Pertemps empowers its Vulnerable Customer Support Agents to make a meaningful impact in the lives of customers during challenging times. Join a team that values empathy, teamwork, and personal development, making every day rewarding and fulfilling.
StudySmarter Expert Advice🤫
We think this is how you could land Vulnerable Customer Support Agent in Kilmarnock
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your empathy skills! Since you'll be dealing with vulnerable customers, think of scenarios where you might need to show understanding and support. Role-playing with a friend can help you feel more confident when those tough conversations come up.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows you're genuinely interested in the role and helps you figure out if it's the right fit for you. Ask about their training process or how they support their staff in handling challenging situations.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Vulnerable Customer Support Agent in Kilmarnock
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Vulnerable Customer Support Agent role. Highlight your experience in care or customer support, and show us how your skills align with the job description.
Show Your Empathy:In your written application, demonstrate your understanding of vulnerable customers' needs. Use examples from your past experiences where you've shown empathy and support, as this is key for the role.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your communication skills shine through, so make every word count!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role.
How to prepare for a job interview at Pertemps Bond
✨Understand the Role
Before your interview, make sure you fully understand what it means to be a Vulnerable Customer Support Agent. Familiarise yourself with the challenges customers face and think about how you can empathise and support them effectively.
✨Showcase Your Empathy
During the interview, highlight your ability to connect with people on a personal level. Share examples from your past experiences where you've successfully supported someone in a vulnerable situation, demonstrating your patience and understanding.
✨Prepare for Tough Questions
Expect questions that assess your resilience and decision-making skills, especially regarding sensitive topics. Think of scenarios where you had to make tough calls and how you handled them, showing your ability to remain calm under pressure.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the company’s values and team dynamics. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
