Specialist Support Advisor

5 days ago


Redhill, United Kingdom YourRecruit Group Full time

Being a leading financial services organisation, our client is looking for people who are passionate about providing an outstanding service for their customers; specifically, their more vulnerable customers.

The purpose of the **Customer Support Advisor** is to provide expert help to colleagues, customers and third parties in complex situations where the customer’s vulnerability impacts on the situation. Cases may involve mental health issues, longterm sickness, bereavement or a number of other circumstances which may impact the customer/ third party.

With working hours of **Monday to Friday 9am - 5pm** and a competitive salary of **£26,500 per annum**this is a role that will be rewarding, challenging and fulfilling.

A business that can offer excellent progression and benefits such as **27 days annual leave**, generous pension scheme, **performance related bonus** and high street discounts this is a superb opportunity.

**What will your working week be like?**
- Act as point of contact for customers, colleague, third party and own query from start to end, ensuring party is kept fully up to date and the issue is resolved as quickly as possible
- Set clear expectations relating to timescale and process for the resolution
- Supports colleagues by understanding the root cause of issues and provides the correct and most appropriate solution for customers, whilst delivering against all risk and quality metrics
- Support bereaved third parties by understanding their requirements and providing the correct and most appropriate solution
- Understand the impact of the customer’s vulnerability and explore options by taking a balanced approach to risk
- Work efficiently as a small specialist team ensuring they deliver the right outcomes and support for customers when they need us
- To be able to "think outside the box" and provide bespoke solutions for customers and bereaved third parties.
- Monitor and review Vulnerable Customers and Bereavement cases periodically to ensure the relevant support is being provided.

**Who will suit this role?**
- Capability to deal with and assess sensitive and distressing situations daily
- Able to empathise with customers and third parties
- First-class problem-solving skills to understand impact of vulnerability
- Strong interpersonal skills with customers and colleagues, ability to ask engaging questions and truly listen
- Skilled in interpreting and analysing information to construct appropriate responses in relation to complex queries.
- Excellent verbal and written communication skills
- Ability to come up with bespoke solutions whilst adhering to procedures and compliance.

**For your information**:
*Interested? Please send your CV in as a Word format only

**Not for you but you know someone suitable? Take advantage of the YourRecruit paid referral fee**

**Keywords**: Call centre, Customer service, calls, inbound, outbound, contact agent, call handling, admin, legislation, financial services, insurance, sensitive documents, confidentiality

YourRecruit Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation. To stay safe in your job search we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcementorganisation working to combat job scams. Visit the SAFERjobs website for information on common scams and to get free, expert advice for a safer job search.



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