Job Title: Customer Service Specialist
Location: Swindon (Hybrid)
Duration: 6-month Temp
Hourly rate: £14.30


Role Overview
We are seeking a dedicated and empathetic Customer Service Specialist with proven experience supporting vulnerable customers and handling complaints. The successful candidate will act as a key point of contact for customers needing support, ensuring issues are resolved quickly, fairly, and in line with regulatory and company standards. This role requires exceptional communication skills, strong emotional intelligence, and the ability to navigate sensitive or challenging situations with professionalism.


Key Responsibilities
*Provide high-quality customer support across phone, email, live chat, and written correspondence.
*Act as a specialist contact for vulnerable customers, ensuring their needs are identified, recorded, and supported appropriately.
*Manage and investigate complex or escalated complaints, providing clear, timely, and fair resolutions.
*Work within FCA, Ofgem, Ofwat, Ombudsman, or relevant sector-specific regulations (tailor as needed).
*Conduct thorough fact-finding, gather evidence, and make well-reasoned decisions.
*Maintain detailed, accurate records of customer interactions, complaint outcomes, and support actions.
*Collaborate with internal teams to resolve issues and prevent repeat complaints.
*Signpost customers to internal support teams or external organisations where additional help is needed.
*Contribute to continuous improvement by identifying trends and recommending changes to processes or services.
*Handle sensitive conversations with empathy, patience, and strong safeguarding awareness.
*Ensure all work aligns with company values, regulatory expectations, and vulnerability frameworks.


Key Skills & Experience
*Strong background in customer service, ideally within a regulated or customer-focused environment.
*Proven experience supporting vulnerable customers, understanding what vulnerability looks like, and adapting communication accordingly.
*Demonstrated experience in complaints handling, dispute resolution, or escalations.
*Excellent written and verbal communication skills.
*Ability to remain calm, professional, and objective during challenging conversations.
*Strong problem-solving skills with the ability to make fair, evidence-based decisions.
*Experience using CRM or case management systems.
*Knowledge of safeguarding practices and vulnerability policies (desirable).