Customer Support Specialist

Job description

LocationWellington, England, United Kingdom

About the roleWe're looking for a Customer Liaison Officer to join our friendly, purpose-led team in Taunton.

This role is all about people. You'll be the first point of contact for customers, guiding them through their lending journey with clarity, empathy and confidence — from first enquiry to loan completion and beyond.

You'll support customers over the phone and via digital channels, helping them understand their options, complete applications, and feel reassured at every step. Many of the people we support may be in vulnerable situations, so patience, warmth and clear communication are essential.

This is not a sales role or a call‐centre environment. It's a relationship‐focused role where quality, care and trust matter.

What you'll be doing

Handling inbound customer enquiries by phone, email and other channels

Guiding customers through loan applications and supporting them with documentation

Explaining financial information clearly and in plain English

Supporting customers throughout the life of their loan, including statements and account queries

Maintaining accurate customer records and updating internal systems

Working closely with colleagues to ensure a smooth, supportive customer experience

Embedding Consumer Duty principles and supporting vulnerable customers appropriately

What we're looking forWe're looking for someone who:

Has experience in a customer-facing role , particularly involving phone‐based contact

Communicates clearly, confidently and empathetically

Is organised, reliable and pays close attention to detail

Can handle sensitive conversations with professionalism and care

Enjoys helping people and making a positive difference

Experience in financial services, housing, local authorities or support roles is helpful, but not essential; we care more about the right approach and mindset.

Who this role is ideal forThis role is well suited to someone who:

Enjoys supporting people and solving problems

Takes pride in delivering a high-quality customer experience

Is comfortable working with processes while remaining human and compassionate

Wants to work for an organisation with a genuine social purpose

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Extra information

Status

Open

Education Level

Secondary School

Location

Wellington

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English