Customer Support Consultant

BELONG – There’s no place like Principality 

At Principality, belonging isn’t just a value — it’s how we work every day. As a colleague, you’re already part of a supportive and inclusive community where your wellbeing, individuality, and life outside of work are genuinely respected. This internal opportunity is a chance to continue your journey with us, build on your experience, and grow your career within Principality. 

We know that great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we focus on balance, invest in wellbeing, and encourage continuous learning and development across the organisation. 

Why consider this opportunity? 

This role offers an opportunity to further develop your skills and make a meaningful contribution within Principality, while continuing to benefit from the culture and ways of working you already know: 

These achievements are built by our people and reflect our shared commitment to supporting one another and delivering for our members. When it comes to belonging, there truly is no place like Principality — and this role is an opportunity to continue growing as part of it. 

As a Customer Support Consultant in the Mortgage Payment Support (Arrears) team you’ll be part of a supportive and friendly team helping customers who are experiencing financial difficulty.

You’ll work closely with customers in early arrears, taking the time to understand their individual circumstances and agree repayment solutions that are realistic, affordable, and sustainable. This role is all about empathy, clear communication, and finding the right outcome for each customer.

You’ll be confident handling sensitive and sometimes challenging conversations, including supporting vulnerable customers, while making fair, well-informed decisions that balance customer needs with regulatory and business requirements.

What you’ll be doing

• Speaking with customers by phone and in writing to understand their situation early and prevent further arrears
• Completing income and expenditure assessments to agree suitable repayment or forbearance options
• Supporting vulnerable customers and signposting to free debt advice where needed
• Keeping accurate records and ensuring all decisions meet FCA and internal guidelines
• Working with internal teams and escalating cases when appropriate

What we’re looking for

• Experience in mortgage arrears, collections, or loan servicing in a UK regulated environment
• Good knowledge of FCA rules, including MCOB and Consumer Duty
• Strong communication skills and confidence handling sensitive conversations
• A fair, empathetic approach with the ability to make sound, evidence-based decisions
• Experience working with forbearance solutions and affordability assessments
• Experience dealing with litigation, possession actions, or third‑party solicitors
• Knowledge of debt advice and money guidance organisations (e.g. StepChange, Citizens Advice)

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

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Daniel Priest, Inclusion Manager. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)