Customer Support Agent

Position: Customer Support Agent (Permanent)
Location: Isle of Arran

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 completed

What 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 packages

Adhere 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 team

You’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 approach

Benefits:

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