Vulnerable Customer Support Agent

Pertemps Scotland; Kilmarnock; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

A forward-thinking, people-focused financial services company is seeking a Customer Support Agent in Kilmarnock. This hybrid role offers the chance to make a real difference in the lives of vulnerable customers, providing them with the support they need during challenging times. With a structured work schedule and comprehensive training provided, this position is perfect for those with a caring nature and a passion for helping others. Join a dynamic team in a modern office space and enjoy a range of benefits, including generous holiday entitlement and a robust pension plan.

Benefits

28 days holiday (rising to 31 after 5 years)

Pension: 5% employee / 4% employer contributions

Life Assurance: 3x annual salary

Free medical, dental, and optical healthcare cash plan

Staff discounts at high-street and online retailers

Wellbeing programme & Employee Assistance Scheme

Modern Apprenticeship scheme for personal growth

Qualifications

• Natural empathy and a caring nature to support vulnerable customers.
• Ability to listen and provide tailored guidance.

Responsibilities

• Support vulnerable customers with inbound and outbound calls.
• Listen with empathy and problem-solve with care.

Skills

Empathy

Problem-solving

Communication

Job description

Job Description

Customer Support Agent
Kilmarnock | Hybrid working
£25,000 + amazing benefits
Monday to Friday, 8am - 4pm / 9am - 5pm

Are you a naturally empathetic person who loves helping others? Looking to bring your caring nature into a more structured office environment?

This could be the perfect step for you. Pertemps is working with a forward-thinking, people-focused financial services company in Kilmarnock that is expanding its Vulnerable Customer Support Team.

You'll be the voice of calm and reassurance for customers who need a little extra support, helping them navigate difficult circumstances with care, professionalism, and a listening ear.

Whether you're from a care background, nursery setting, or simply someone who thrives on meaningful conversation, this role could be a brilliant career move.

What You'll Be Doing

1. Taking inbound and outbound calls to support vulnerable customers with tailored guidance
2. Listening with empathy, problem-solving with care
3. Working closely with colleagues in the wider collections and customer support team
4. Playing a key role in helping people get back on track during challenging times

Why This Role Stands Out

• £25,000 starting salary
• Hybrid working (3 days in the Kilmarnock office, 2 from home after 3 months)
• Structured Mon-Fri shifts (8am - 4pm or 9am - 5pm)
• Award-winning office space in HALO Kilmarnock, a modern, low-carbon hub
• Full training provided; no financial services experience needed

Perks & Benefits

• 28 days holiday (rising to 31 after 5 years)
• Pension: 5% employee / 4% employer contributions
• Life Assurance: 3x annual salary
• Free medical, dental, and optical healthcare cash plan
• Staff discounts at high-street and online retailers
• Wellbeing programme & Employee Assistance Scheme
• Modern Apprenticeship scheme for personal growth

If you're caring, customer-focused, and looking for a role where you can genuinely make a difference, we'd love to hear from you.