Vulnerable Customer Support Specialist | £25,000 Location: Hybrid (based near Kilmarnock, Ayrshire, Irvine ) Type: Full-time, Permanent We’re working with a well-established, values-driven organisation that’s making a genuine impact on people’s lives. They’re growing their team and looking for compassionate, resilient, and customer-focused individuals to join them. This role would be ideal for those who come from a carer, support worker/ nursing background. What the role involves Every day brings something new - no two calls are ever the same. Supporting customers facing complex and sensitive personal circumstances. Building trust through empathy, great communication, and active listening. Handling inbound and outbound contact via phone, email, letter, and live chat. Collaborating with your team to share best practice and improve the customer experience. Celebrating wins and recognising great work - effort is truly valued here. Knowing support is always available when you need it. What we’re looking for Strong communication skills, both written and verbal. The ability to remain calm, professional, and empathetic — even during difficult conversations (including with customers in distress). A patient and compassionate approach, with confidence to make decisions around customer capacity and support needs. Great attention to detail and the ability to manage your own caseload efficiently. Comfortable using multiple systems and Microsoft Office applications. A team player who’s open to feedback, coaching, and continuous improvement. Core values Commitment - always doing your best work. Accountability - taking ownership of actions and outcomes. Respect - for customers, colleagues, and partners. Ethics - doing the right thing, even when it’s difficult. Success - achieved together, as a team. Perks and benefits Monthly and quarterly recognition schemes. Annual performance bonus opportunity. Hybrid and flexible working hours (Monday to Friday, between 8am and 5pm). Company pension. Free on-site parking. Above all, this is a role where you’ll make a real difference. You’ll be helping people through some of life’s toughest moments - and that’s something to be proud of. If this sounds like you, we’d love to hear from you.