About Us
At Marston Holdings, we deliver market-leading, technology-enabled solutions that support the implementation of public policy across government, utilities, and the private sector.
Our success is built on our core values: professionalism, accountability, respect, transparency, and innovation and we expect everyone who joins us to embody these in their day-to-day work.
The Role
We are looking for a compassionate and driven Welfare Support Officer to join our Customer Care team. This is a highly rewarding role where you will provide tailored support to vulnerable customers, ensuring fair and respectful outcomes throughout the enforcement process.
You’ll engage with customers via phone and written communication, helping to reduce stress, understand individual circumstances, and connect them with appropriate support services. This role plays a vital part in delivering an inclusive, empathetic, and compliant customer experience.
Key Responsibilities
* Provide tailored, case-by-case support to vulnerable customers (e.g. mental health conditions, serious illness, disabilities)
* Handle inbound and outbound calls with empathy, professionalism, and efficiency
* Manage welfare referrals and ensure all cases are handled in line with company policies
* Establish sustainable payment arrangements where appropriate
* Request and manage sensitive information in a respectful and non-intrusive manner
* Signpost customers to relevant support organisations and debt advice services
* Build strong relationships with external partners and internal stakeholders
* Ensure compliance with relevant standards (e.g. PCI DSS, vulnerability policies)
* Support quality assurance, call audits, and continuous improvement initiatives
* Assist with projects, customer journey improvements, and cross-team collaboration
* Escalate complex or high-risk cases appropriately
About You
You’re empathetic, resilient, and highly organised, with a genuine passion for helping people in challenging situations. You’re confident communicating with a wide range of individuals and can balance compassion with professionalism.
Skills & Experience
* Strong communication skills (verbal and written)
* Excellent interpersonal and customer service skills
* Ability to handle sensitive situations with empathy and professionalism
* Strong organisational and time management abilities
* High attention to detail and accuracy
* Ability to prioritise workload and meet deadlines
* Proactive and self-motivated with a positive attitude
* Comfortable working independently and as part of a team
* Experience using Microsoft Office 365 (Excel, Word, PowerPoint, Teams)
* Ability to quickly absorb information and make sound decisions
What We Offer
* Hybrid working model
* Healthcare cash plan
* Lifestyle benefits including retail, travel, and wellbeing discounts
* Life insurance (Death in Service)
* 25 days holiday plus bank holidays
* Cycle to work scheme
* Apprenticeship and upskilling opportunities
Why Join Us
This is an excellent opportunity to join a growing organisation where your work will directly contribute to improving customer experience and business performance. You will be part of a supportive team with opportunities to develop your skills and progress your career.
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
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