Customer Support Consultant

Hours
: 35 - Talk to us about Flexible Working

Location
:
Principality Head Office, Cardiff

Hours
: 35

Contract Duration
:
Full-Time, Fixed Term Contract

Hours
: 17hrs Thursday & Friday 9-5, every Saturday 9-12

Contract Duration
:
Part-Time, Fixed Term Contract

Location
:
Principality Branch, Merthyr Tydfil

Hours
: 35

Contract Duration
:
Full-Time, Fixed Term Contract

Contract Duration
:
Full-Time, Fixed Term Contract

Closing Date
: 06 September 2026

At Principality, belongingisn’tjust a value —it’show we work. When you join us,you’rewelcomed into a supportive, inclusive community where your home life, wellbeing, and individuality are genuinely respected. From flexible ways of working to benefits designed around you,we’recommitted to helping you feel comfortable, valued, and able to thrive.

We believe great work happens when people feel connected — to each other, to our purpose, and to the communities we serve.

That’swhy we encourage balance, invest in wellbeing, and focus on growing and improving together.

There are plenty of reasons to build your career with Principality:

• Flexible hybrid working – Our award-winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us, soyou’llspend at least8 days per month
  based in our Cardiff office.
• A truly inclusive workplace – Proudly named in the
  2025 Inclusive Top 50 UK Employers List, ranked
  27th
  , recognising our ongoing commitment to inclusion and belonging.
• Customer excellence you can be proud of – Winners of
  Double Gold
  Awards for Customer Satisfaction
  at the Fairer Finance Awards 2025 for both Savings and Mortgages.
• Engaged, supported colleagues – Our colleague engagement scores consistently exceed
  85%, reflecting a positive and supportive culture.
• Wellbeing at the heart of what we do – Our
  Belong
  benefits package is designed to put our people first, supporting your physical, mental, and financial wellbeing.

These achievements reflect more than awards —theyrepresentour long-term commitment to creating a workplace where colleagues feel supported and customers feel cared for.

When it comes to belonging, there truly is no place like Principality.

We’re currently recruiting for a Customer Support Consultant
who will be able to manage sensitive and sometimes challenging conversations with customers who may be vulnerable or experiencing financial difficulty. They will take time to understand each customer’s circumstances, identify the most appropriate support, and help them move toward a fair and sustainable outcome.

We are looking for someone with strong customer service skills, sound judgement and the confidence to have sensitive conversations. Previous experience in arrears, collections or financial difficulty support would be helpful, but it is not essential. The right person will be able to listen carefully, show empathy, follow guidance and make fair decisions that support both customers and the Society.

• Work with customers in financial difficulty via telephone calls, both inbound and outbound, and in writing, via email and letter
• Engage with customers early to understand their circumstances and prevent further arrears
• Engage with customers early to understand their circumstances, identify support needs and help prevent issues from escalating
• Agree, implement and monitor appropriate support arrangements tailored to individual customer needs, with guidance and training provided where specialist forbearance knowledge is required
• Identify and support customers in vulnerable situations, signposting to free debt advice agencies where appropriate
• Ensure all interactions and decisions comply with FCA rules, internal policies, and regulatory guidance
• Maintain clear and accurate case notes, correspondence, and supporting documentation
• Escalate cases appropriately, including litigation or possession referrals, when all other options are exhausted
• Liaise with internal teams such as litigation, underwriting, complaints, and compliance
• Contribute to a culture of positive customer outcomes, risk awareness, and continuous improvement through operational excellence

• Customer…