Customer Support Advisor – Older/Vulnerable People

About the role

We are looking for a compassionate Customer Support Advisor to join our fast‑growing team in Altrincham. You will work in a fully office‑based environment, handling high‑volume telephone interactions with older and vulnerable customers, helping them with applications and enquiries.

Key responsibilities

• Manage a large volume of inbound and outbound calls each day.
• Listen to customers, understand their individual circumstances and explain services clearly and patiently.
• Provide reassurance and extra time for older callers who need additional support.
• Qualify enquiries, book appointments with the Claims Team and maintain ongoing contact throughout the customer journey.
• Keep CRM records accurate and up‑to‑date.
• Deliver excellent service without using a hard‑sell approach.

Required profile

• Previous experience in a telephone‑based customer service or call‑centre environment is preferred.
• Warm, patient and empathetic communication style.
• Comfortable speaking with older customers and people who may need extra assistance.
• Ability to build trust and rapport quickly.
• Experience in insurance, financial services, healthcare or similar sectors is advantageous but not essential.

Required skills

What we offer

• Permanent contract with a competitive salary range of £26,000‑£32,000 per year.
• Negotiable bonus structure up to £2,000 and overtime opportunities, including enhanced Saturday rates.
• Genuine progression opportunities as the business expands.
• Rewarding role where you can make a real difference to customers and their families.