Customer Support Agent

Our client is seeking compassionate and resilient Customer Support Agents to join their growing team based in Kilmarnock. This is an excellent opportunity for individuals who are passionate about helping others and are confident handling sensitive and complex customer situations in a fast-paced contact centre environment. This role offers genuine job satisfaction, providing support to customers during some of the most challenging periods of their lives whilst helping them work towards positive financial outcomes.

The Role

As a Customer Support Agent, you will be responsible for managing sensitive customer interactions and providing tailored support to individuals experiencing financial and personal difficulties. You will work within a supportive and collaborative environment where empathy, professionalism and strong communication skills are highly valued.

Key responsibilities will include:

• Handling inbound and outbound customer communications via telephone, email, live chat and written correspondence


• Supporting customers experiencing challenging circumstances including financial hardship, bereavement, terminal illness and mental health concerns


• Conducting professional and empathetic conversations to fully understand customer situations


• Encouraging open and honest discussions in order to identify the most appropriate solutions and support available


• Assisting customers in establishing realistic and sustainable repayment arrangements


• Managing customer accounts accurately across multiple internal systems and platforms


• Ensuring all communications and account updates are completed to a high standard and in line with regulatory requirements


• Working within FCA guidelines and company compliance procedures


• Managing an active caseload efficiently whilst achieving agreed performance targets


• Collaborating closely with colleagues and contributing to continuous improvement initiatives

• Strong active listening and communication skills


• The ability to build trust and rapport quickly with customers


• Confidence handling difficult or emotionally charged conversations


• A compassionate and non-judgemental approach


• High levels of resilience and emotional maturity


• Strong problem-solving and decision-making abilities


• The ability to identify key details and assess individual customer circumstances effectively


• Good organisational skills with the ability to manage workload and priorities


• Confidence using multiple computer systems and Microsoft Office applications


• A positive attitude towards coaching, feedback and ongoing development


• A target-driven mindset with a commitment to delivering positive customer outcomes

• Salary of £26,000 per annum


• Hybrid working arrangement


• Monday to Friday working hours – no weekend shifts


• Annual bonus opportunities


• Recognition and reward programmes


• Ongoing training and career development


• Supportive and collaborative team culture


• The opportunity to make a genuine difference to customers’ lives

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