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- Tasks: Provide empathetic support to customers in vulnerable situations and manage personal caseloads.
- Company: Join a supportive, people-focused organisation making a real difference.
- Benefits: Hybrid working, annual bonuses, recognition programmes, and a company pension.
- Why this job: Make a genuine impact while helping customers through challenging times.
- Qualifications: Strong communication skills and experience with vulnerable customers preferred.
- Other info: Enjoy a flexible work environment with opportunities for personal growth.
The predicted salary is between 25000 - 25000 £ per year.
Job Description
Location: Kilmarnock (Hybrid working available)
Salary: 25,000 per annum
Contract Type: Full-time, Permanent
Pertemps are proud to be partnering with one of our long-standing clients to recruit a Vulnerable Customer Support Agents.
This is an excellent opportunity to join a supportive, people-focused organisation where you can make a real difference to customers experiencing challenging circumstances. The successful candidate will be empathetic, resilient, and committed to delivering the highest standard of service with compassion and professionalism.
Each day will bring new challenges and opportunities to support customers through complex personal situations. Youll work as part of a close-knit team that values collaboration, empathy, and doing whats right for each individual.
Key Responsibilities:
– Provide sensitive, solution-focused support to customers in difficult or vulnerable situations
– Communicate effectively through phone, email, letter, and live chat
– Encourage customers to share information that helps tailor the support provided
– Manage a personal caseload in line with agreed performance targets
– Collaborate with colleagues to share best practices and improve service delivery
– Maintain high-quality standards and adhere to all compliance and regulatory requirements
– Demonstrate sound judgement when assessing capacity and decision-making ability
– Handle distressing or emotional conversations with care and professionalism
– Contribute ideas and feedback to help the team continually improve
Were looking for a compassionate and confident communicator who can balance empathy with professionalism. Youll be able to handle sensitive situations while remaining calm, supportive, and solution-driven.
Essential Skills & Attributes:
– Strong verbal and written communication skills
– Confident speaking with customers who may be distressed or recently bereaved
– Excellent listening and problem-solving skills, with the ability to pick up on non-verbal cues
– Resilient with a patient and understanding approach
– Competent using multiple IT systems and Microsoft Office packages
– Organised, efficient, and able to manage a varied caseload
– Open to coaching, feedback, and continuous learning
Desirable:
– Experience supporting vulnerable customers or working in a regulated environment
– Knowledge of customer service processes or compliance frameworks
Whats in it for you
– Hybrid and flexible working hours (Monday to Friday, 8am5pm)
– Annual bonus and incentive schemes
– Monthly and quarterly recognition programmes
– Company pension and free on-site parking
– Supportive working environment and real job satisfaction knowing youre making a difference every day
To Apply:
If youre a compassionate and customer-focused professional looking for a rewarding role where you can genuinely help people, wed love to hear from you. Apply today or contact Pertemps for a confidential discussion.
Vulnerable Customer Support Agent employer: Pertemps Scotland
Contact Detail:
Pertemps Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vulnerable Customer Support Agent
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the organisation's values and mission. This will help you connect with the interviewers and show that you're genuinely interested in being part of their supportive team.
✨Tip Number 2
Practice your empathy skills! Since this role involves supporting vulnerable customers, think of examples from your past where you've shown compassion and understanding. Be ready to share these stories during your interview to demonstrate your fit for the role.
✨Tip Number 3
Prepare for emotional conversations! You might face some tough situations during the interview, so practice how you'll handle sensitive topics. Show that you can remain calm and professional while still being supportive and solution-focused.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds as they make their decision.
We think you need these skills to ace Vulnerable Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the role of a Vulnerable Customer Support Agent. Highlight any relevant experience in customer service, especially with vulnerable customers, to show us you’re the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about helping vulnerable customers. Share specific examples of how you've demonstrated empathy and professionalism in past roles to really stand out.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your written application is clear and concise. Use a friendly tone, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Pertemps Scotland
✨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 key responsibilities and think about how your skills align with them. This will help you articulate why you're the right fit for the role.
✨Show Empathy in Your Responses
Given the nature of the job, it's crucial to demonstrate your empathetic side during the interview. Prepare examples from your past experiences where you've successfully supported someone in a difficult situation. This will show that you can handle sensitive conversations with care.
✨Practice Active Listening
During the interview, practice active listening. This means not just hearing the questions but also understanding the underlying concerns. Respond thoughtfully and ask clarifying questions if needed. This will showcase your strong communication skills and ability to connect with others.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and judgement in challenging situations. Think of specific instances where you had to make tough decisions or support someone in distress. This will help you demonstrate your resilience and professionalism.
