Vulnerable Customer Support Representative - Start date 20th of April 2026
Kilmarnock
£25,000
Hybird Working
Monday to Friday - 8 am to 4 pm or 9 am to 5 pm
Pertemps are delighed to be working on behalf of a well established employer based in Kilmarnock to support on their search for Vulnerable Customer Care Agents. This is a permanent role which is well-suited to those who come from a care background.
What your day looks like
* A new challenge every day
* Helping 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 service
* Celebrate success – we encourage you to highlight awesome work completed
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(these are covered 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
You'll 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 haven't 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
* Open to coaching and keen to learn new skills
* Great at engaging with customers and building relationships, with a service minded approach
Benefits
* 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
* Modern working environment with pool and ping pong tables for breaks
* Team building nights and days
* 1 give back day a year, to support a charity of your choice!
This role will give you the opportunity to make a real difference to customers in a time of need. If this role sounds like something you would excel in then reach out to the Pertemps team for more information!
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