Specialist Support Advocate


Company:	the West Brom
Salary:	from £25,330 a year
Hours:	Full-time
Location:	Birmingham, B70 8AF
Working pattern:	On-site
Job type:	Permanent
Posting date:	14 Oct 2026
Closing date:	11 Nov 2026

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Summary

Salary: £25,330 rising to £25,830 upon successful completion of probation

Hours: Full time - 35 hours

Contract: Permanent

Location: Onsite (Head Office, West Bromwich)

The West Brom are looking to recruit a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will have a passion for delivering excellent service to customers who find themselves in vulnerable or potentially vulnerable situations.

They will strive to ensure good outcomes are achieved which take into consideration individual needs and circumstances whilst operating efficiently and within regulatory requirements. They will aim to exceed expectations as set out in their individual objectives, they will also support the delivery of the Strategic objectives.

What the role will look like:

Be there when our customers need us in a way which suits them. You’ll be chatting to our customers on the phone, by email, live chat and through written correspondence.

Be a primary contact and providing the right information, first time for customers who are approaching the end of their residential mortgage term; in financial difficulty; or dealing with a bereavement.

Working on customers’ accounts with care and attention to detail to support them throughout the journey and making interactions with us easier.

Reaching out to customers to establish/maintain contact, keeping them updated and/or looking at how we can support them.

Handling queries with confidence, whether it’s about their account, support options or anything else customers need.

Liaising with third party suppliers who offer additional support to our customers, or where necessary, take further action.

Staying up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers.

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