Specialist Vulnerability Agent

The Specialist Vulnerability Agent plays a critical and empathetic customer-facing role, dedicated to providing exceptional support and holistic case management for our most vulnerable customer population. Building on the core responsibilities of a Front-Line Operations Agent, you will take end-to-end ownership of vulnerable customer journeys from identification to resolution. Your expertise will ensure best-in-class support, accurate vulnerability status assessments, and proactive guidance to frontline colleagues.

This role is pivotal in shaping and developing our vulnerable customer processes, drawing upon external best practices to drive continuous improvement and ensure optimal outcomes for those who need it most.

• Deliver exceptional support across products/services, efficiently executing processes to handle complex customer queries via multiple channels.
• Listen actively and provide clear, accurate responses, adapting communication style to each customer’s needs, including those in vulnerable situations or with complex financial queries.