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.
Key Responsibilities
Vulnerable Customer Case Management & Advocacy
Take full ownership and accountability for the end-to-end case management of particularly vulnerable customers, ensuring a seamless and supportive journey from initial identification through to the lifecycle's conclusion.
Deliver compassionate, accurate, and highly personalised support, consistently striving to provide best-in-class service tailored to the unique needs of vulnerable individuals.
Proactively review and validate the accuracy of customers' vulnerability statuses, ensuring appropriate flags and support mechanisms are in place.
Act as a subject matter expert, providing essential support, guidance, and insights to other front-line colleagues on how to identify, interact with, and effectively assist vulnerable customers.
Be accountable for and take ownership of decisions regarding the best possible outcomes for our vulnerable customers, exercising sound judgment and empathy in every situation.
Responsibility and authority to deviate from standard processes, such as ceasing non-regulatory communications, recommending customers for default, and establishing forbearance arrangements beyond typical front-line limits, to ensure optimal customer outcomes
Customer Support & Query Resolution (Core Operational Responsibilities)
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.
Demonstrate comprehensive knowledge and capability across a wide range of customer service and financial support journeys, ensuring broad coverage for our diverse vulnerable customer population.
Take end-to-end ownership of all customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation.
Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes.
Work flexibly across different products and disciplines, adapting to varying service needs and customer queries.
Operational Excellence & Process Execution
Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.
Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.
Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.
Log all interactions accurately and ensure data integrity for audit and learning purposes.
Continuous Improvement & Process Development
Continuously shape and develop our vulnerable customer processes, proactively seeking and integrating external best practices to elevate our support framework.
Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems, with a particular focus on vulnerability.
Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency, championing the needs of vulnerable customers.
Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.
Learning & Development
Respond positively to coaching and feedback, using it to improve performance and customer outcomes, especially in complex vulnerability cases.
Demonstrate initiative in learning new tools, products, and procedures as they are introduced, with a focus on specialist vulnerability support.
Share knowledge and support colleagues, helping to create a culture of collaborative learning around vulnerable customer care.
Experience & Skills
Previous experience in a contact centre environment with a demonstrable focus on customer service and/or financial support, ideally including exposure to vulnerable customer interactions.
Proven ability to handle complex queries with exceptional empathy, accuracy, and strong ownership.
Confident in following structured processes and able to identify opportunities to improve them, particularly within the context of vulnerability support.
Exceptional communication, rapport-building, and conflict resolution skills, with a proven ability to manage sensitive conversations.
Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms, to enhance vulnerable customer support.
Organised and able to manage multiple complex cases and tasks in a fast-paced setting.
Proactive in offering feedback and participating in process and AI improvement initiatives, with a strong voice for vulnerable customer needs.
Demonstrated understanding and application of external best practices in vulnerable customer support.
Behaviours & Approach
Deep Customer-focus, with a profound passion for delivering consistent, positive and empathetic outcomes for vulnerable individuals.
Resilient, adaptable, and open to constant change and learning, especially in evolving vulnerability frameworks.
Collaborative, supportive team player committed to shared success, with a strong ability to mentor and guide peers.
High level of accountability and personal ownership for vulnerable customer outcomes and process execution.
Constructive, solutions-focused approach with willingness to challenge the status quo to advocate for better vulnerable customer experiences.
