Provide empathetic inbound/outbound support and assess financial hardship cases; make sustainable decisions in line with policy and regulation. Conduct quality assurance reviews, coach team members, deliver training, and identify continuous improvement opportunities to improve consistency, compliance and customer outcomes.

Handle inbound and outbound calls to support customers in financial hardship: assess applications, recommend sustainable solutions, liaise with financial counsellors and external supports, maintain compliant records, resolve complaints, and contribute process improvements.

Manage dispute resolution and complaints (IDR/EDR), analyse cases, engage proactively with customers, adhere to regulatory frameworks, input case data, liaise with Quality Assurance and Risk, and identify trends to improve customer experience.