Vulnerable Customer Support Agent Glasgow, Scotland
Job description
As a Vulnerable Customer Support Agent at Wescot Credit Services, you will be having conversations with people facing difficult situations, those whose physical or mental health, or family circumstances are impacting their ability to pay their mortgage. This is a rewarding role, supporting customers on their route back to financial health.
This role is based in our Glasgow office until the required competency level is met. Our office is a few minutes’ walk from Glasgow Central Station.
The start date is Monday 24th April 2023.
Your package
It’s our call centre teams amazing efforts, hard work and dedication that sets us apart from the rest, which is why we offer a competitive salary and benefits package, including:
- Salary from £25,792 per annum DOE
- Fantastic monthly bonus where you could earn around an additional £2000 per year!
- 31 days holiday including all bank holidays
- Discount and cash back on hundreds of high-street shops
- Optional private healthcare plan (BUPA)
- Lots of great monthly incentives where you can win a range of prizes and rewards
- Hybrid working! Once our new starters are competent in their role, we operate a hybrid working business, offering employees the ability to blend between office and home working for better work life balance!
What you’ll be doing
You will work on behalf of a banking client, handling inbound and outbound calls from customers who have specialist needs. Your role is to take control of the call, understand the customers circumstances both personal and financial, review budget information and discuss the appropriate options with the customer. You will support customers throughout the collections lifecycle, from the first signs of financial difficulty through to enforcement of court orders. There is a range of options available to support the customer based on their individual circumstances.
You will need to have empathy and resilience, be comfortable talking about difficult subjects and be able to deliver difficult news with care.
What to expect when you join us
You’ll begin the role with a six-week training programme, working 35 hours per week between 9am and 5pm Monday to Friday. You’ll learn about vulnerability and support needs, signposting, regulation and how to use our systems.
Once you’re ready to go, you’ll move onto our weekly shift patterns to ensure we’re there to support our customers when they need us. We’re open Monday to Friday 8am - 8pm and Saturdays 8am - 5pm. You have the option of a 35, 37.5 or 40 hour per week contract, working 5 days per week. You will work 2 in 6 Saturdays, with a day off during the week prior to a Saturday shift. You'll be working a six-week rolling shift rotation, meaning you know where you need to be well in advance to help you plan.
Come and join our rapidly expanding company! We’re looking for people to interview with us ASAP!
- At Wescot we’re regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if an IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.
Diversity and inclusion are very important to us at Wescot and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee is treated fairly and with equal opportunities.
Job ref: CCAGLA
