Job Description
Role : Customer Liaison Officer
Location : Wellington, England, United Kingdom
About the role :
We’re looking for a Customer Liaison Officer to join our friendly, purpose-led team in Taunton.
This role is all about people. You’ll be the first point of contact for customers, guiding them through their lending journey with clarity, empathy and confidence — from first enquiry to loan completion and beyond.
You’ll support customers over the phone and via digital channels, helping them understand their options, complete applications, and feel reassured at every step. Many of the people we support may be in vulnerable situations, so patience, warmth and clear communication are essential.
This is not a sales role or a call-centre environment. It’s a relationship-focused role where quality, care and trust matter.
What you’ll be doing
* Handling inbound customer enquiries by phone, email and other channels
* Guiding customers through loan applications and supporting them with documentation
* Explaining financial information clearly and in plain English
* Supporting customers throughout the life of their loan, including statements and account queries
* Maintaining accurate customer records and updating internal systems
* Working closely with colleagues to ensure a smooth, supportive customer experience
* Embedding Consumer Duty principles and supporting vulnerable customers appropriately
What we’re looking for
We’re looking for someone who:
* Has experience in a customer-facing role, particularly involving phone-based contact
* Communicates clearly, confidently and empathetically
* Is organised, reliable and pays close attention to detail
* Can handle sensitive conversations with professionalism and care
* Enjoys helping people and making a positive difference
Experience in financial services, housing, local authorities or support roles is helpful, but not essential; we care more about the right approach and mindset.
Who this role is ideal for
This role is well suited to someone who:
* Enjoys supporting people and solving problems
* Takes pride in delivering a high-quality customer experience
* Is comfortable working with processes while remaining human and compassionate
* Wants to work for an organisation with a genuine social purpose