Senior Specialist Support Officer - Vulnerable Customers

📈Check out the development opportunities in the Specialist Support team.

🏡🏢This is a Hybrid role, the Specialist Support team work from our Cardiff Office 3 days per week.Initially, you will be required to work 5 days a week whilst you undergo training. 

What You’ll Be Doing
The Senior Specialist Support Officer is a new and pivotal role within our team, designed to provide enhanced support for vulnerable customers and high-risk accounts. This role requires expertise in managing complex cases, conducting detailed vulnerability assessments, and handling escalated queries. The successful candidate will collaborate closely with the Department Lead to define and shape the responsibilities of the role, contribute to team development, and act as a key resource for addressing sensitive and high-priority cases.

• Manage a portfolio of high-risk and vulnerable customer accounts, ensuring adherence to SLAs and Treating Customers Fairly (TCF) principles.
• Conduct thorough vulnerability assessments to identify and address individual customer needs.
• Perform in-depth reviews of hardship documentation, including bank statements and income and expenditure forms, to deliver the best outcomes.
• Work closely with the Department Lead to define the scope and responsibilities of the Senior Vulnerability Officer role.
• Provide empathetic, respectful, and professional support to customers facing challenging circumstances.
• Act as a subject matter expert for the team, providing guidance and support to colleagues managing complex cases.

We’re Looking For

• Demonstrable experience supporting vulnerable customers, ideally in a telephony based or collections role.
• Proven ability to handle escalated cases and manage high-risk accounts effectively.
• High emotional intelligence with the ability to show empathy while maintaining professional boundaries.
• Strong analytical skills, including the ability to interpret financial data and trends.
• Ability to work across departments to enhance the customer journey and align with strategic goals.
• Confidence in supporting team members and contributing to their professional development.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

💷 Salary £28,000-£35,000 DOE
🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Second stage: 45 minute CV overview with Team Manager (In person)
🤝Final stage: 60 minute technical assessment with Head of Department (In person)