Vulnerable Customer Specialist Call Centre Agent

Routes To Work South Registered company in Scotland under SC217367 with charitable status under; Glasgow; On-site; GBP 26,000 - 32,000; Full time

Job summary

A call center in Glasgow is seeking compassionate individuals to assist vulnerable customers facing financial difficulties. This full-time role offers training and a supportive environment, focusing on empathy and effective communication to help customers achieve financial recovery.

Qualifications

• Excellent communication and telephone skills.
• Good listener with natural problem solving skills.

Responsibilities

• Provide 5-star customer service as the first point of contact.
• Handle inbound and outbound calls, identifying vulnerable customers.
• Deliver difficult news with care and tailor repayment plans.

Skills

Communication

Problem Solving

Job description

Job Specifics

• Reference No: CD279
• Location: Glasgow
• Hours: Full Time (Mon to Fri 8am-8pm and Sat 8am-5pm on a rotational shift pattern)
• Salary: From £26,965.54 (for a 40-hour week) Bonus: Earn up to £2,000 annually!
• Closing Date: Friday 23rd May 2025
• Why should you apply for this role: Exciting projects and challenges.

Job Overview

Call centre based in Glasgow City Centre Call Centre just a short walk from Glasgow Central Station is looking to speak with individuals who are comfortable working in a professional and busy environment and who are equally at ease handling inbound and outbound calls from vulnerable customers.

We’re looking for compassionate individuals who will help potentially vulnerable customers who have missed payments and may be facing financial difficulties. This is an exciting role designed for individuals who want to grow and make a real impact on people’s lives.

If you’re a natural communicator, eager to develop your skills in financial support, and want to be part of a team that genuinely cares, we’d love to hear from you!

You will receive 6 weeks with a dedicated L&D Trainer supporting you.
Starting 24th February 2025 (Training provided).

Main Duties & Responsibilities

Key Tasks

• Be our customers’ first point of contact, always providing 5-star customer service. You’ll know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.
• Handle inbound and outbound calls, you’ll spot patterns and identify potentially vulnerable customers.
• Use your empathy and resilience skills to talk about difficult subjects and be able to deliver difficult news with care.
• Tailor affordable repayment plans to help our customers on the road to financial recovery.
• You will most importantly, listen to their financial struggles, and be the voice that guides them through it.
• With a real focus on listening, you will ensure we achieve the right outcome for our customers whilst working towards KPI’s. In this role you can make a real impact on peoples’ lives!

Employer Expectations Skills/Knowledge/Experience

• Excellent communication and telephone skills.
• Excellent time keeping skills.
• Good listener with natural problem solving skills.

Qualifications/Tickets/Licences Required