Vulnerable Customer Support Agent

Vulnerable Customer Support Representative – Start date 23rd of March 2026Kilmarnock£25,000Hybird WorkingMonday to Friday – 8 am to 4 pm or 9 am to 5 pmPertemps 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 likeA new challenge every day Helping customers who are experiencing complex personal circumstancesDiscuss, empathise, and encourage disclosure of information to allow you to help customersCommunicating with customers and third parties via telephone, email, letter & live chatWork together with your team and share best practice to continually improve serviceCelebrate success – we encourage you to highlight awesome work completedWhat we expect from youDeliver great conversations and customer outcomes – by phone and in writingMaintain consistently high standards of quality during customer interactionsKnow Your Customer – Take the right approach, not necessarily the normal approachAdhere to regulations  (these are covered off in training)Efficiently managing your caseload within agreed targetsComfortable using multiple systems and Microsoft packagesAdhere to our valuesCommitted to always doing our best workAccountable for our actionsRespectful in our interactions with each otherEthical in every situationSuccessful because we work together as a teamYou’ll beConfident 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 skillsGreat at engaging with customers and building relationships, with a service minded approachBenefits: 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 breaksTeam building nights and days1 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!…