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 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!