Customer Support Consultant

We’re currently recruiting for a Customer Support Consultant who will be able to manage sensitive and sometimes challenging conversations with customers who may be vulnerable or experiencing financial difficulty. They will take time to understand each customer’s circumstances, identify the most appropriate support, and help them move toward a fair and sustainable outcome.

We are looking for someone with strong customer service skills, sound judgement and the confidence to have sensitive conversations. Previous experience in arrears, collections or financial difficulty support would be helpful, but it is not essential. The right person will be able to listen carefully, show empathy, follow guidance and make fair decisions that support both customers and the Society.

Key Responsibilities / Role Expectations:

• Work with customers in financial difficulty via telephone calls, both inbound and outbound, and in writing, via email and letter
• Engage with customers early to understand their circumstances and prevent further arrears
• Engage with customers early to understand their circumstances, identify support needs and help prevent issues from escalating
• Agree, implement and monitor appropriate support arrangements tailored to individual customer needs, with guidance and training provided where specialist forbearance knowledge is required
• Identify and support customers in vulnerable situations, signposting to free debt advice agencies where appropriate
• Ensure all interactions and decisions comply with FCA rules, internal policies, and regulatory guidance
• Maintain clear and accurate case notes, correspondence, and supporting documentation
• Escalate cases appropriately, including litigation or possession referrals, when all other options are exhausted
• Liaise with internal teams such as litigation, underwriting, complaints, and compliance
• Contribute to a culture of positive customer outcomes, risk awareness, and continuous improvement through operational excellence

Key Skills & Experience:

• Customer service experience in a regulated, financial services or similar environment, with previous mortgage arrears, collections or loan servicing experience desirable but not essential
• Awareness of FCA expectations, including fair customer outcomes and Consumer Duty, with full training provided on relevant mortgage arrears regulation and internal policy requirements
• Ability to understand a customer’s financial circumstances, ask appropriate questions and complete income and expenditure assessments with care and accuracy
• Understanding of customer support options, with experience of forbearance solutions such as arrangements to pay, temporary interest only or payment deferrals desirable but not essential
• Skilled at handling vulnerable customers with empathy and in line with FCA vulnerability guidance and the Society’s Supported Customer framework
• Strong communication and negotiation skills, with the ability to have sensitive and challenging conversations
• Ability to make fair, evidence‑based decisions while balancing customer outcomes and business risk
• Strong case management and documentation skills, ensuring accurate and compliant record‑keeping
• Ability to work to KPIs, quality standards, and regulatory deadlines without compromising customer care
• Awareness of when cases may need to be escalated, with experience of litigation, possession actions or third-party solicitors desirable but not essential
• Knowledge of debt advice and money guidance organisations (e.g. StepChange, Citizens Advice)
• Ability to recognise and respond appropriately to customer dissatisfaction, with experience handling complaints related to arrears or financial difficulty desirable

We reserve the right to close this vacancy early should we receive a high volume of applications

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk

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