Vulnerable Customer Support Agent

Location: Kilmarnock (Hybrid working available)
Salary: £25,000 per annum
Contract Type: Full-time, Permanent

Pertemps are proud to be partnering with one of our long-standing clients to recruit a Vulnerable Customer Support Agents.

This is an excellent opportunity to join a supportive, people-focused organisation where you can make a real difference to customers experiencing challenging circumstances. The successful candidate will be empathetic, resilient, and committed to delivering the highest standard of service with compassion and professionalism.

Each day will bring new challenges and opportunities to support customers through complex personal situations. You’ll work as part of a close-knit team that values collaboration, empathy, and doing what’s right for each individual.

Key Responsibilities:

• Provide sensitive, solution-focused support to customers in difficult or vulnerable situations
• Communicate effectively through phone, email, letter, and live chat
• Encourage customers to share information that helps tailor the support provided
• Manage a personal caseload in line with agreed performance targets
• Collaborate with colleagues to share best practices and improve service delivery
• Maintain high-quality standards and adhere to all compliance and regulatory requirements
• Demonstrate sound judgement when assessing capacity and decision-making ability
• Handle distressing or emotional conversations with care and professionalism
• Contribute ideas and feedback to help the team continually improve

We’re looking for a compassionate and confident communicator who can balance empathy with professionalism. You’ll be able to handle sensitive situations while remaining calm, supportive, and solution-driven.

Essential Skills & Attributes:

• Strong verbal and written communication skills
• Confident speaking with customers who may be distressed or recently bereaved
• Excellent listening and problem-solving skills, with the ability to pick up on non-verbal cues
• Resilient with a patient and understanding approach
• Competent using multiple IT systems and Microsoft Office packages
• Organised, efficient, and able to manage a varied caseload
• Open to coaching, feedback, and continuous learning

Desirable:

• Experience supporting vulnerable customers or working in a regulated environment
• Knowledge of customer service processes or compliance frameworks

What’s in it for you

• Hybrid and flexible working hours (Monday to Friday, 8am–5pm)
• Annual bonus and incentive schemes
• Monthly and quarterly recognition programmes
• Company pension and free on-site parking
• Supportive working environment and real job satisfaction – knowing you’re making a difference every day

To Apply:
If you’re a compassionate and customer-focused professional looking for a rewarding role where you can genuinely help people, we’d love to hear from you. Apply today or contact Pertemps for a confidential discussion.