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- Tasks: Support vulnerable customers through inbound and outbound calls, providing empathetic guidance.
- Company: Wescot Credit Services is a leading contact centre working with major UK banks and service providers.
- Benefits: Enjoy 31 days holiday, discounts, cash back, hybrid working, and monthly incentives.
- Why this job: Make a real impact on people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in a customer service role, strong empathy, and resilience are essential.
- Other info: Join a diverse team at a Great Place to Work-Certifiedâ„¢ company with fun events!
The predicted salary is between 26436 - 29436 £ per year.
Wescot Credit Services are on the lookout for Vulnerable Customer Specialists to join our LBG Banking Team, starting 7th April 2025.
Salary: starting from £26,436.80 (on a 40 hrs contract). Bonus: Fantastic monthly bonus where you could earn around an extra £2000 per year.
Shifts: We are open Monday to Friday 8am - 8pm and Saturdays 8am - 5pm, you will work on a rotational shift pattern within those hours and work 2 in 6 Saturdays, but don’t worry we’ll give you a day off during the week prior to your Saturday shift.
Training: 5 weeks with a dedicated L&D Trainer supporting you.
We are looking to speak with individuals who are already working in a Vulnerable Customer role, who are comfortable working in a professional and busy environment and who are equally at ease handling inbound and outbound calls from our vulnerable customers when they want to talk to you. You will most importantly, listen to their financial struggles, and be the voice that guides them through it. With a real focus on listening, you will ensure we achieve the right outcome for our customers whilst working towards KPI’s. In this role you can make a real impact on peoples’ lives!
As a Vulnerable Customer Specialist, you will:
- Be our customers’ first point of contact, providing 5-star customer service at all times.
- Know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.
- Handle inbound and outbound calls, spotting patterns and identifying potentially vulnerable customers.
- Use your empathy and resilience skills to talk about financial challenges and navigate to a positive outcome with care.
- Tailor affordable repayment plans to help our customers on the road to financial recovery.
Benefits include:
- 31 days holiday including bank holidays.
- Discounts and cash back on hundreds of high-street shops.
- Optional private healthcare plan (BUPA).
- Lots of great monthly incentives where you can win a range of prizes and rewards!
- Ongoing support and development from our in-house team.
- Once you’re fully competent and confident in your role, we operate a hybrid working business, offering employees the ability to blend between office and home working for better work life balance!
Why work at Wescot Credit Services:
- Summer and Christmas Parties.
- Mandatory annual salary review.
- Company funded Health & Wellbeing Initiatives.
Wescot Credit Services is a Contact Centre working with several large UK banks, as well as Credit Card Providers, Energy, Telecoms and others to help recover debts owed to them by their customers. We are proud to announce that Encore Capital Group, which Wescot is part of, is Great Place to Work-Certifiedâ„¢ in Costa Rica, France, India, Portugal, the United Kingdom and the United States.
Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.
At Wescot we’re regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.
Vulnerable Customer Specialist employer: WESCOT CREDIT SERVICES
Contact Detail:
WESCOT CREDIT SERVICES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vulnerable Customer Specialist
✨Tip Number 1
Familiarise yourself with the specific challenges faced by vulnerable customers. Understanding their needs and concerns will help you demonstrate empathy during interviews, showing that you're not just qualified but genuinely care about making a difference.
✨Tip Number 2
Practice active listening skills. In this role, you'll need to listen carefully to customers' financial struggles. Consider role-playing scenarios with friends or family to refine your ability to respond empathetically and effectively.
✨Tip Number 3
Research Wescot Credit Services and their approach to customer service. Knowing their values and how they support vulnerable customers will allow you to align your answers with their mission during the interview process.
✨Tip Number 4
Prepare examples from your past experience where you've successfully handled difficult conversations or provided exceptional customer service. This will help you illustrate your capability to thrive in a busy call centre environment while supporting vulnerable individuals.
We think you need these skills to ace Vulnerable Customer Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Vulnerable Customer Specialist. Familiarise yourself with the skills required, such as empathy and resilience, to effectively support vulnerable customers.
Tailor Your CV: Highlight relevant experience in customer service, particularly in roles dealing with vulnerable individuals. Use specific examples that demonstrate your ability to handle sensitive situations and provide excellent service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping vulnerable customers. Mention any previous experience in similar roles and explain how your skills align with the company's values and mission.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in this role.
How to prepare for a job interview at WESCOT CREDIT SERVICES
✨Show Empathy and Understanding
As a Vulnerable Customer Specialist, it's crucial to demonstrate your ability to empathise with customers. Prepare examples from your past experiences where you successfully handled sensitive situations, showing that you can listen and respond appropriately to their needs.
✨Familiarise Yourself with Financial Challenges
Understand common financial struggles that vulnerable customers face. This knowledge will help you relate better during the interview and show that you're prepared to guide them through their challenges effectively.
✨Highlight Your Communication Skills
Since the role involves handling inbound and outbound calls, be ready to discuss your communication style. Share instances where you built rapport with customers or resolved conflicts, showcasing your ability to maintain professionalism under pressure.
✨Research Wescot Credit Services
Take some time to learn about Wescot and its values, especially regarding diversity and inclusion. Being able to articulate why you want to work for them specifically will demonstrate your genuine interest in the role and the company culture.
