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Senior Vulnerable Customer Collections Agent

  • Location: Wolverhampton
  • Salary: £31,000 - £33,000 per year
  • Job Type:Permanent

Posted 27 days ago

  • Sector: Front-Line Talent, Customer Contact
  • Contact: Sally Brearley
  • Contact Email:
  • Contact Phone: 0161 883 2755
  • Expiry Date: 15 July 2024
  • Job Ref: 11830/SBR

Location: Wolverhampton 

Salary:  £31,000 - £33,000


Overview: We are seeking a Vulnerable Customer Support Specialist to provide tailored assistance to customers facing difficult personal circumstances. You will also support the Financial Support Team.


  • Assist vulnerable customers with mortgage issues, income & expenditure forms, and payment schedules.
  • Ensure all customers receive excellent service and support.
  • Maintain up-to-date customer records for internal and external reporting.
  • Support the SOLD (Shared Ownership for Living and Learning Disabilities) programme.
  • Represent the team in senior management meetings and provide monthly updates.

Core Duties:

  • Follow the Vulnerable Customer policy to ensure positive outcomes.
  • Handle the end-to-end customer journey.
  • Identify and recommend process improvements.
  • Lead and coach the team in the manager's absence.
  • Prioritize urgent tasks and manage workloads.
  • Ensure compliance with statutory and regulatory requirements.
  • Use specialized tools to support vulnerable customers.
  • Maintain accurate records and update systems with new information.

Experience & Skills:

  • Essential: Experience in a vulnerable customer specialist role.
  • Desirable: 18 months in financial support or arrears role within financial services.
  • Intermediate Microsoft Word and Excel skills.
  • Strong communication skills and ability to show empathy.
  • Problem-solving skills to improve processes for vulnerable customers.


  • Essential: GCSEs in Maths and English.
  • Desirable: Accreditation in the management of vulnerable customers.

Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.