Vulnerable Customer Support Specialist

Anderson Knight; Glasgow; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

A leading recruitment agency is supporting a financial services organization in hiring a Vulnerable Customer Support Specialist in Glasgow. This role focuses on providing tailored support to vulnerable customers, managing agreements, and ensuring compliance with relevant regulations. Candidates should have experience in this area and excellent communication skills. Hybrid working is available after training.

Benefits

33 days' holiday

Bonus scheme

15% pension contribution

Private medical insurance

Extra day off on birthday

Qualifications

• Experience in supporting vulnerable customers is required.
• Strong telephone skills and ability to build rapport.
• Preferred experience in motor finance and collections.

Responsibilities

• Deliver tailored support to vulnerable customers.
• Manage customer agreements across various stages.
• Conduct accurate affordability assessments.

Skills

Supporting vulnerable customers

Telephone communication

Affordability assessment

Job description

Anderson Knight is delighted to be supporting a leading financial services organisation in the recruitment of a Vulnerable Customer Support Specialist.

Responsible for delivering tailored support to customers identified as vulnerable, ensuring fair and positive outcomes.

The role involves managing customer agreements across various stages — including current, arrears, and default, while maintaining a strong understanding of processes across all servicing departments.

Location: Glasgow - Hybrid (after training & probation)

Hours: 35 per week Monday to Friday 8am-6pm, working 1 saturday in every 4 weeks.

Salary: £25,000

What you'll be doing:

• Carry out all specialist support activities in line with company policies, procedures, and overall business strategy.
• Identify and support customers with characteristics of vulnerability, ensuring fair and positive outcomes while accurately updating and maintaining records in the vulnerable customer log.
• Manage inbound and outbound communications related to specialist support, ensuring all customer interactions are recorded accurately and promptly.
• Administer and monitor forbearance cases, offering suitable extensions or arrangements with the goal of restoring customer agreements to good standing.
• Provide oversight of work undertaken by other departments on accounts involving vulnerability or forbearance, ensuring consistency and compliance across processes.
• Manage agreements for deceased customers by liaising with third parties, obtaining the required documentation, and presenting appropriate options to executors or representatives.
• Prepare and issue customer correspondence—including letters, emails, and text messages—ensuring clarity, professionalism, and accurate record-keeping.
• Maintain performance standards in line with company targets and expectations, contributing to overall team and business objectives.
• Ensure effective account management by keeping all customer records, vulnerability details, and contact interactions up to date and accurately documented.
• Adhere to all compliance and regulatory requirements, with particular attention to policies surrounding vulnerable customer management.
• Conduct accurate affordability assessments and make informed decisions that promote fair and sustainable outcomes for customers.
• Engage, advise, and negotiate with vulnerable customers to establish affordable, realistic, and sustainable repayment plans that deliver the best possible customer outcomes.

What we're looking for:

• Previous experience in supporting vulnerable customers
• Demonstrate strong telephone skills with the ability to build rapport and communicate well whilst delivering positive outcomes.
• Experience in motor finance and a collections environment is preferred
• Able to demonstrate knowledge of FCA handbook.

Benefits:

• 33 days' holiday (25 days annual leave + 8 public holidays).
• An additional day off on your birthday.
• Discretionary bonus scheme.
• 15% pension contribution.
• Private medical insurance and eyecare support.

Please send your CV in confidence to apply