Customer Support Specialist

Job Description Role : Customer Liaison OfficerLocation : Wellington, England, United KingdomAbout the role :Were looking for a Customer Liaison Officer to join our friendly, purpose-led team in Taunton.This role is all about people. Youll 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.Youll 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. Its a relationship-focused role where quality, care and trust matter.What youll be doingHandling inbound customer enquiries by phone, email and other channelsGuiding customers through loan applications and supporting them with documentationExplaining financial information clearly and in plain EnglishSupporting customers throughout the life of their loan, including statements and account queriesMaintaining accurate customer records and updating internal systemsWorking closely with colleagues to ensure a smooth, supportive customer experienceEmbedding Consumer Duty principles and supporting vulnerable customers appropriatelyWhat were looking forWere looking for someone who:Has experience in a customer-facing role, particularly involving phone-based contactCommunicates clearly, confidently and empatheticallyIs organised, reliable and pays close attention to detailCan handle sensitive conversations with professionalism and careEnjoys helping people and making a positive differenceExperience 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 problemsTakes pride in delivering a high-quality customer experienceIs comfortable working with processes while remaining human and compassionateWants to work for an organisation with a genuine social purpose

Created: 2026-03-20