Customer Outcomes Specialist — Financial Difficulty Support

Confidential; Tadworth; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Holiday allowance

Pension scheme

Life assurance

Employee assistance programme

Learning and development opportunities

Wellbeing initiatives

Cycle-to-work scheme

Additional employee perks

Job summary

Office Angels is seeking a Customer Outcomes Executive in Tadworth with a strong background in customer service, collections or financial services. The role focuses on delivering excellent customer outcomes, supporting customers in financial difficulty, and building sustainable repayment arrangements.

It is a permanent, full-time position with hybrid working options and a generous benefits package. Ideal candidates will have experience in regulated environments, strong communication skills, and

Qualifications

• Experience in customer service, collections or financial services.
• Understanding of delivering positive customer outcomes in a regulated environment.
• Strong communication and interpersonal skills.
• Empathetic with vulnerable customers.

Responsibilities

• Support customers experiencing financial difficulty, helping them find appropriate and sustainable solutions.
• Manage customer accounts and queries efficiently, ensuring excellent service levels.
• Establish affordable repayment arrangements based on individual circumstances.
• Handle conversations with empathy and professionalism when dealing with vulnerable customers.
• Ensure activities comply with Consumer Duty and regulatory standards.
• Maintain accurate customer records, payment arrangements and account updates.
• Investigate and resolve queries while delivering fair outcomes.
• Collaborate with internal departments for a consistent customer-focused approach.
• Identify opportunities to improve processes and enhance customer experience.
• Contribute to projects and continuous improvement initiatives.
• Stay up to date with industry regulations and best practices.

Job description

Office Angels is seeking a Customer Outcomes Executive in Tadworth with a strong background in customer service, collections or financial services. The role focuses on delivering excellent customer outcomes, supporting customers in financial difficulty, and building sustainable repayment arrangements.

It is a permanent, full-time position with hybrid working options and a generous benefits package. Ideal candidates will have experience in regulated environments, strong communication skills, and