Vulnerable Customer Call Agent

3 weeks ago

Glasgow, United Kingdom Wescot Full time

We have an exciting opportunity to join our Customer Call team.

We are looking for a **Vulnerable Customer Call Agent** at Wescot Credit Services.

This role partners our clients. 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 - with fully training and support - until the required competency level is met. Our office is a few minutes’ walk from Glasgow Central Station.

**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
- Once our new starters are competent in their role, we offer 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.

**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

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