Our client is seeking compassionate and resilient Customer Support Agents to join their growing team based in Kilmarnock. This is an excellent opportunity for individuals who are passionate about helping others and are confident handling sensitive and complex customer situations in a fast-paced contact centre environment. This role offers genuine job satisfaction, providing support to customers during some of the most challenging periods of their lives whilst helping them work towards positive financial outcomes.
The Role
As a Customer Support Agent, you will be responsible for managing sensitive customer interactions and providing tailored support to individuals experiencing financial and personal difficulties. You will work within a supportive and collaborative environment where empathy, professionalism and strong communication skills are highly valued.
Key responsibilities will include:
Handling inbound and outbound customer communications via telephone, email, live chat and written correspondence
Supporting customers experiencing challenging circumstances including financial hardship, bereavement, terminal illness and mental health concerns
Conducting professional and empathetic conversations to fully understand customer situations
Encouraging open and honest discussions in order to identify the most appropriate solutions and support available
Assisting customers in establishing realistic and sustainable repayment arrangements
Managing customer accounts accurately across multiple internal systems and platforms
Ensuring all communications and account updates are completed to a high standard and in line with regulatory requirements
Working within FCA guidelines and company compliance procedures
Managing an active caseload efficiently whilst achieving agreed performance targets
Collaborating closely with colleagues and contributing to continuous improvement initiatives
Candidate Requirements
Strong active listening and communication skills
The ability to build trust and rapport quickly with customers
Confidence handling difficult or emotionally charged conversations
A compassionate and non-judgemental approach
High levels of resilience and emotional maturity
Strong problem-solving and decision-making abilities
The ability to identify key details and assess individual customer circumstances effectively
Good organisational skills with the ability to manage workload and priorities
Confidence using multiple computer systems and Microsoft Office applications
A positive attitude towards coaching, feedback and ongoing development
A target-driven mindset with a commitment to delivering positive customer outcomes
What’s on Offer
Salary of £26,000 per annum
Hybrid working arrangement
Monday to Friday working hours – no weekend shifts
Annual bonus opportunities
Recognition and reward programmes
Ongoing training and career development
Supportive and collaborative team culture
The opportunity to make a genuine difference to customers’ lives
Does this sound like a role for you? Then why not apply?