Customer Liaison Officer

Lendology CIC | B Corp; Taunton; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

A nine-day working fortnight

Ethical employer

Enhanced pension

Health cash plan

Above statutory holiday allowance

Onsite parking in Taunton

Job summary

A certified social enterprise lender in Taunton seeks a Customer Liaison Officer to be the first point of contact for customers throughout their lending journey. This role emphasizes empathy and clear communication, helping customers with loan applications and providing support in sensitive situations. Candidates should have experience in a customer-facing role, be organized and detail-oriented, and be motivated to make a positive difference. Join a supportive team committed to genuine social and environmental impact.

Qualifications

• Experience in a customer-facing role, particularly involving phone contact.
• Ability to handle sensitive conversations with professionalism.
• Motivated by helping people and making a difference.

Responsibilities

• Handle inbound customer enquiries by phone, email and other channels.
• Guide customers through loan applications and support with documentation.
• Explain financial information clearly in plain English.
• Maintain accurate customer records and update internal systems.
• Support customers throughout the life of their loan.

Skills

Clear communication

Empathy

Organizational skills

Attention to detail

Problem-solving

Job description

🗓 7.5 hours per day, Monday–Friday, with alternating Fridays off

We’re looking for a Customer Liaison Officer to join our friendly, purpose-led team in Taunton. This role is all about people. You’ll be the first point of contact for customers, guiding them through their lending journey with clarity, empathy and confidence — from first enquiry to loan completion and beyond.

You’ll support customers over the phone and via digital channels, helping them understand their options, complete applications, and feel reassured at every step. Many of the people we support may be in vulnerable situations, so patience, warmth and clear communication are essential.

This is not a sales role or a call‑centre environment. It’s a relationship‑focused role where quality, care and trust matter.

What you’ll be doing

• Handling inbound customer enquiries by phone, email and other channels
• Guiding customers through loan applications and supporting them with documentation
• Explaining financial information clearly and in plain English
• Supporting customers throughout the life of their loan, including statements and account queries
• Maintaining accurate customer records and updating internal systems
• Working closely with colleagues to ensure a smooth, supportive customer experience
• Embedding Consumer Duty principles and supporting vulnerable customers appropriately

We’re looking for someone who:

• Has experience in a customer‑facing role, particularly involving phone‑based contact
• Communicates clearly, confidently and empathetically
• Is organised, reliable and pays close attention to detail
• Can handle sensitive conversations with professionalism and care
• Enjoys helping people and making a positive difference
• Experience in financial services, housing, local authorities or support roles is helpful, but not essential — we care more about the right approach and mindset.

This role is well suited to someone who:

• Enjoys supporting people and solving problems
• Takes pride in delivering a high‑quality customer experience
• Is comfortable working with processes while remaining human and compassionate
• Wants to work for an organisation with a genuine social purpose

Why join Lendology?

Lendology CIC is a B Corp‑certified social enterprise lender, working with councils across the UK to provide fair, accessible finance that helps people improve their homes and lives.

When you join us, you’ll benefit from:

• A people‑first, supportive culture
• A nine‑day working fortnight (every other Friday off)
• Ethical employer and Real Living Wage commitment
• Enhanced pension and health cash plan (post‑probation)
• Above statutory holiday allowance, with the option to buy or sell leave
• Onsite parking in Taunton
• Work that delivers genuine social and environmental impact

If you’re friendly, organised and motivated by helping people — we’d love to hear from you.