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Vulnerable Customer Support Specialist
Job Posted: 8 hours ago
Salary: £ 25,000 - 25,000 / Annum
Job Type: Permanent
Location: G3, Stobcross (historical), Glasgow City
Expire in: a month
Job Description
Vulnerable Customer Support Specialist
Location: Glasgow (Hybrid after training)
Salary: £25,000
Hours: 35 per week, shift rotation (Mon–Fri 8am–6pm, occasional Saturday & limited Sunday rota)
We are seeking a Vulnerable Customer Support Specialist to join a professional and supportive customer operations team for our client based in Glasgow. This role focuses on providing tailored assistance to customers who require additional support, ensuring fair, respectful and positive outcomes in every interaction.
The ideal candidate will have experience working in a vulnerable customer or specialist support function, rather than standard customer service, and will be confident managing complex and high-risk cases with empathy, sound judgement and regulatory awareness.
Key Responsibilities
• Provide specialist support to customers identified as vulnerable, ensuring their circumstances are understood and appropriate solutions are offered.
• Handle complex and sensitive cases, balancing empathy with professional decision-making.
• Conduct thorough assessments to identify vulnerability, adapting communication style and support approach to individual needs.
• Manage customer agreements at various stages, including current, arrears and default.
• Maintain accurate and detailed records, ensuring all interactions and decisions are clearly documented.
• Communicate with customers via phone, email and letter, ensuring clarity, care and accountability.
• Make informed decisions regarding forbearance and payment arrangements, ensuring solutions are sustainable and fair.
• Liaise with internal colleagues and external third parties where required to support case resolution.
• Ensure all actions comply with internal policies, regulatory requirements and best practice for vulnerable customer handling.
What We’re Looking For
• Experience working with vulnerable or specialist support cases (not purely customer service).
• Demonstrable examples of managing complex, sensitive or high-risk customer situations.
• A clear understanding of how to recognise vulnerability and tailor support to meet individual needs.
• Strong communication skills with the ability to build trust, provide reassurance and negotiate empathetically.
• Ability to maintain composure and professionalism in challenging conversations.
• Confidence using systems and maintaining accurate, timely records.
• Knowledge of regulated environments such as financial services, collections or utilities (desirable but not essential).
Benefits
• 33 days holiday (including public holidays)
• Additional day off on your birthday
• Discretionary bonus scheme
• 15% pension contribution
• Private medical insurance and eyecare support
If you have a passion for helping others, can navigate sensitive conversations with empathy, and are confident managing complex customer situations, we’d love to hear from you.
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