Vulnerable Customer Agent
Location: Hybrid – Kilmarnock
Salary: £26,000 per annum
Hours: Monday – Friday, 8am – 4pm or 9am-5pm

Pertemps are currently recruiting for Vulnerable Customer Agent to join a growing and supportive organisation based in Kilmarnock. This is an excellent opportunity for individuals who are passionate about customer service and want to make a real difference in people’s lives every single day.

This is not your average contact centre role. You’ll be supporting customers who may be facing challenging personal or financial circumstances, helping them find realistic and sustainable solutions in a supportive and empathetic environment.

The Role:

As a Vulnerable Customer Agent, you’ll manage a variety of inbound and outbound customer interactions across phone, email, live chat and written correspondence. Every conversation is different, and you’ll play a key role in helping customers feel listened to, understood and supported.

Responsibilities include:

• Supporting customers experiencing financial difficulty or vulnerable circumstances
• Managing sensitive conversations with empathy and professionalism
• Helping customers agree affordable repayment solutions
• Handling customer and third-party communications across multiple channels
• Updating and managing customer records accurately across internal systems
• Working within FCA guidelines and company compliance procedures
• Managing your own caseload and working towards individual and team targets
• Collaborating with colleagues to deliver the best possible customer outcomes

What We’re Looking For:

• Strong communication and active listening skills
• Previous customer service or contact centre experience preferred
• Ability to remain calm and professional during difficult conversations
• Confident using multiple computer systems and Microsoft applications
• Resilient, emotionally aware and solution focused
• Comfortable working towards targets and performance measures
• A team player with a positive attitude and willingness to learn
What’s On Offer:

Hybrid working model
Full training and ongoing support
Monthly and quarterly recognition programmes
Annual bonus opportunities
Supportive and collaborative team culture
Genuine career development opportunities
A rewarding role where your work has real impact

If you’re looking for a meaningful career where you can support people through difficult situations while developing your own skills and experience, we’d love to hear from you.

To apply, please submit your CV today or contact Codie Smith at Pertemps for more information.

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