Customer Support Agent

Customer Support Representative - Start date 9th March 2026 Kilmarnock £25,000 Hybird Working Monday to Friday - 8 am to 4 pm or 9 am to 5 pm Pertemps are delighed to be working on behalf of a well established employer based in Kilmarnock to support on their search for Vulnerable Customer Care Agents. This is a permanent role which is well-suited to those who come from a care background.  What your day looks like A new challenge every day  Helping customers who are experiencing complex personal circumstances Discuss, empathise, and encourage disclosure of information to allow you to help customers Communicating with customers and third parties via telephone, email, letter & live chat Work together with your team and share best practice to continually improve service Celebrate success – we encourage you to highlight awesome work completedWhat we expect from you Deliver great conversations and customer outcomes – by phone and in writing Maintain consistently high standards of quality during customer interactions Know Your Customer – Take the right approach, not necessarily the normal approach Adhere to regulations  (these are covered off in training) Efficiently managing your caseload within agreed targets Comfortable using multiple systems and Microsoft packagesAdhere to our values Committed to always doing our best work Accountable for our actions Respectful in our interactions with each other Ethical in every situation Successful because we work together as a teamYou’ll be Confident and empathetic when communicating with customers including regularly speaking to those who threaten to complete suicide and/or harm themselves and the recently bereaved. a patient demeanour. Able to make confident decisions about capacity & incapacity. Good at reading between the lines and listen out for/look for things customers haven’t disclosed, but may factor into our decision making. Ability to show great resilience after upsetting and unsettling calls. Willing to share your own expertise and ideas  Open to coaching and keen to learn new skills Great at engaging with customers and building relationships, with a service minded approachBenefits:  Monthly/Quarterly recognition programme and incentives throughout the year  Ability to earn annual bonus  Hybrid/Flexible hours of work – Currently Monday to Friday between 8am and 5pm  Modern working environment with pool and ping pong tables for breaks Team building nights and days 1 give back day a year, to support a charity of your choice!This role will give you the opportunity to make a real difference to customers in a time of need. If this role sounds like something you would excel in then reach out to the Pertemps team for more information