Customer Support Agent

Description:

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?