Customer Support Advisor (12m FTC)

We’re looking for a Customer Support Advisor who is more than just a "problem solver." You’ll be the voice of our company, providing a mix of empathetic support, practical solutions, and high-level care to our customers.

This position is ideal for someone who has experience in delivering excellent customer service ideally from a telephony background. The successful candidate will be responsible for delivering great customer service and supporting customers experiencing financial difficulty, identifying and resolving complaints and supporting our vulnerable customers.

Please note this is a 12 month fixed term contract.

Key Responsibilities:

Assist customers with mortgage or account-related queries.

Support customers who are experiencing financial difficulty. You’ll work with them to understand their situation and set up sustainable options with empathy.

Support our vulnerable or long-term customers to ensure they are getting the most out of our service and feel supported.

Resolve complaints and escalate complex issues when required

Maintain precise records of all interactions, ensuring customer accounts are updated and follow-up actions are scheduled.

Previous experience in a telephony-based customer service role (Finance or Banking experience is a major advantage).

Ability to remain calm and professional when dealing with high-stress situations.

Excellent verbal and written communication, with the ability to explain complex terms to customers.

Comfortable navigating multiple systems and databases simultaneously.