• Support customers with complex cases, providing expert guidance and practical solutions.
• Deliver end-to-end case management, including assessments, recommendations, and ongoing support.
• Resolve challenging situations by identifying issues and driving positive outcomes.
• Provide support to vulnerable customers and manage high-risk cases appropriately.
• Offer specialist guidance on complex queries and scenarios.
• Work within regulatory, governance, and safeguarding frameworks.
• Develop tailored action plans and maintain accurate records.
• Contribute to service improvements by identifying trends and recommending enhancements.

About You

• Strong empathy and resilience managing complex or sensitive situations.
• Comfortable making informed decisions without relying on processes.
• Able to assess information, identify solutions, and take ownership of outcomes.
• Excellent communication skills, with the ability to adapt your approach to different audiences.
• Confident handling challenging conversations.
• Skilled at building trust and maintaining constructive relationships.
• Strong problem-solving and analytical abilities.
• Experience supporting vulnerable customers, working in regulated environments, or providing specialist advice is beneficial but not essential.