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Welfare Support Officer

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360 Resourcing Solutions

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Location:
United Kingdom

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

27414.50 - 27514.50 GBP / Year
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Job Description:

We are looking for a compassionate and driven Welfare Support Officer to join our Customer Care team. This is a highly rewarding role where you will provide tailored support to vulnerable customers, ensuring fair and respectful outcomes throughout the enforcement process. You’ll engage with customers via phone and written communication, helping to reduce stress, understand individual circumstances, and connect them with appropriate support services. This role plays a vital part in delivering an inclusive, empathetic, and compliant customer experience.

Job Responsibility:

  • Provide tailored, case-by-case support to vulnerable customers (e.g. mental health conditions, serious illness, disabilities)
  • Handle inbound and outbound calls with empathy, professionalism, and efficiency
  • Manage welfare referrals and ensure all cases are handled in line with company policies
  • Establish sustainable payment arrangements where appropriate
  • Request and manage sensitive information in a respectful and non-intrusive manner
  • Signpost customers to relevant support organisations and debt advice services
  • Build strong relationships with external partners and internal stakeholders
  • Ensure compliance with relevant standards (e.g. PCI DSS, vulnerability policies)
  • Support quality assurance, call audits, and continuous improvement initiatives
  • Assist with projects, customer journey improvements, and cross-team collaboration
  • Escalate complex or high-risk cases appropriately

Requirements:

  • Strong communication skills (verbal and written)
  • Excellent interpersonal and customer service skills
  • Ability to handle sensitive situations with empathy and professionalism
  • Strong organisational and time management abilities
  • High attention to detail and accuracy
  • Ability to prioritise workload and meet deadlines
  • Proactive and self-motivated with a positive attitude
  • Comfortable working independently and as part of a team
  • Experience using Microsoft Office 365 (Excel, Word, PowerPoint, Teams)
  • Ability to quickly absorb information and make sound decisions
What we offer:
  • Hybrid working model
  • Healthcare cash plan
  • Lifestyle benefits including retail, travel, and wellbeing discounts
  • Life insurance (Death in Service)
  • 25 days holiday plus bank holidays
  • Cycle to work scheme
  • Apprenticeship and upskilling opportunities

Additional Information:

Job Posted:
May 20, 2026

Work Type:
Hybrid work
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