Customer Support Representative Kilmarnock £25,000 Monday to Friday - 8 am to 4 pm or 9 am to 5 pm What your day looks like A new challenge every day (lets be honest work can be tiresome doing the same thing repeatedly) Help 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 our service Celebrate success we encourage you to highlight awesome work completed And finally, when you need any support. you got it! 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 (we will cover these 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 Youll 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 havent 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 (we want your input so we can keep improving) Open to coaching and keen to learn new skills Great at engaging with customers and building relationships, with a service minded approach The perks (who doesnt love a perk or two) ? 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 ? Part Time Hours considered. And above all else, real job satisfaction. Youll soon realise you are truly helping those who need our support, during a vital point in their life. If all that tickles your taste buds, then we really look forward to hearing from you (best get that cv updatedbut were sure youve already done that)