Live Chat Customer Support Specialist

Location: Central Southampton

Salary: £26,500 per annum

Hours: 37½ hours per week (Monday – Friday shifts between 8am – 6pm & 1 in 4 Saturday’s)

Contract: Permanent, Full Time

Are you passionate about providing outstanding customer service through modern, digital communication channels? Do you excel at crafting empathetic written responses and supporting people when they need it most?

We are partnering with an established, award-winning financial organisation in central Southampton seeking a Live Chat Customer Support Specialist to join their expanding team.

In this position, you will serve as the digital voice of the business, delivering first‑class customer service across non‑voice channels. Instead of taking traditional telephone calls, you will assist customers via live chat, email, Whats App, SMS, and digital social media platforms, providing tailored support and solutions to meet their individual needs.

• Digital Customer Service:
  Focus on written, digital messaging platforms including live chat, email, SMS, and Whats App—ideal for those who love written communication over phone queues.
• Empathetic & Purpose-Driven:
  Provide compassionate customer service to individuals facing complex or vulnerable situations, guiding them through application processes and account options.
• Varied Multi-Channel Operations:
  Manage multiple digital streams simultaneously in a fast-paced, modern workplace environment.
• Excellent Career Growth:
  Receive ongoing coaching, structured feedback, and continuous development within a supportive customer service culture.
• Fantastic
  
  Employee Benefits:
  
  Enjoy a competitive bonus scheme, 22 days holiday (increasing with service), casual dress, life cover, dental options, Perk Box discounts, and paid volunteering days!

• Multi-Platform Digital Communication:
  Respond efficiently and professionally to customer queries across various digital channels including email, Whats App, SMS, live chat, and social media.
• Account Support & Guidance:
  Assist customers with initial applications and manage existing accounts, delivering clear, helpful digital customer service.
• Empathetic Resolution:
  Provide compassionate, tailored support to customers in vulnerable circumstances, helping find suitable solutions with a focus on care and compliance.
• Digital Problem Solving:
  Handle general account enquiries, payment guidance, and query resolution while maintaining high standards of written customer service.
• Team
  
  Collaboration:
  
  Complete core administrative tasks and work collaboratively within the wider digital customer service team to maintain a positive, supportive team environment.

We are looking for an enthusiastic, team-oriented individual who takes pride in delivering exceptional customer service through written digital media.

• Written Customer Service Excellence:
  Exceptional written communication skills with a strong command of tone, spelling, grammar, and empathy.
• Digital & Systems Confidence:
  Comfort navigating multi-screen systems, digital messaging software, and CRM databases.
• Empathy & Problem-Solving: A genuine passion for helping others and a supportive approach when dealing with sensitive or vulnerable customer queries.
• Adaptable & Enthusiastic: A positive “whatever it takes” attitude, an eagerness to learn, and a desire to contribute to a collaborative customer service team.