Specialist Support Advocate

the West Brom; Birmingham; On-site; GBP 25,000 - 26,000; Full time

Job summary

The West Brom is recruiting a Specialist Support Advocate to join our Specialist Support Services on a permanent contract in Birmingham. The role focuses on delivering excellent service to customers in vulnerable situations, guiding them with care and professional support through their accounts.

You will engage with customers by phone, email, live chat and written correspondence, ensuring timely information and support while staying compliant with regulatory requirements.

Qualifications

• The post holder will have a passion for delivering excellent service to customers who find themselves in vulnerable or potentially vulnerable situations.

Responsibilities

• Be there when our customers need us in a way which suits them.
• Be a primary contact and providing the right information, first time for customers who are approaching the end of their residential mortgage term; in financial difficulty; or dealing with a bereavement.
• Working on customers’ accounts with care and attention to detail to support them throughout the journey and making interactions with us easier.
• Reaching out to customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.
• Handling queries with confidence, whether it’s about their account, support options or anything else customers need.
• Liaising with third party suppliers who offer additional support to our customers, or where necessary, take further action.
• Staying up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers.

Job description

Salary: £25,330 rising to £25,830 upon successful completion of probation

Hours: Full time - 35 hours

Contract: Permanent

The West Brom are looking to recruit a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will have a passion for delivering excellent service to customers who find themselves in vulnerable or potentially vulnerable situations.

They will strive to ensure good outcomes are achieved which take into consideration individual needs and circumstances whilst operating efficiently and within regulatory requirements. They will aim to exceed expectations as set out in their individual objectives, they will also support the delivery of the Strategic objectives.

What the role will look like:

Be there when our customers need us in a way which suits them. You’ll be chatting to our customers on the phone, by email, live chat and through written correspondence.

Be a primary contact and providing the right information, first time for customers who are approaching the end of their residential mortgage term; in financial difficulty; or dealing with a bereavement.

Working on customers’ accounts with care and attention to detail to support them throughout the journey and making interactions with us easier.

Reaching out to customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.

Handling queries with confidence, whether it’s about their account, support options or anything else customers need.

Liaising with third party suppliers who offer additional support to our customers, or where necessary, take further action.

Staying up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers.

Proud member of the Disability Confident employer scheme

Company: the West Brom Salary: from £25,330 a year Hours: Full-time Location: Birmingham, B70 8AF Working pattern: On-site Job type: Permanent Posting date: 14 Oct 2026 Closing date: 11 Nov 2026

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.