Vulnerable Customer Support Executive (12 Month Fixed-Term Contract)

Requirements

• We value deep expertise, but a growth mindset and good energy are what really make our team click. We’re a group that chooses to lift each other up and think smart every day
• Proven experience in handling vulnerable customers, ideally within a financial services or similar regulated environment
• The ability to be deeply empathetic while maintaining professionalism and resilience during phone conversations about sensitive personal difficulties
• Proficient in crafting clear, bespoke emails tailored to individual customer needs and adept at verbal communication, even in challenging situations
• Thrives in a deadline-driven environment, consistently maintaining high-quality work under pressure
• Skilled in resolving complex situations with a strong focus on achieving positive customer outcomes
• Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity
• Confident using approved AI tools safely and effectively to enhance your output and find a better way of working
• Comfortable speaking with customers who may be experiencing depression or suicidal thoughts. Please consider this aspect carefully before applying if it is triggering for you
• Desirable: experience handling third parties through the bereavement process
• We’re building a place where everyone truly feels they belong. Even if your past experience doesn’t align perfectly with every requirement, we’d still love to hear from you

What the job involves

• You’ll make a real difference for our customers and your team from day one. We believe the fastest way to grow is by doing, so we give you the ownership to run with things and see real-time results
• Proactively manage a portfolio of vulnerable customers, guiding them through the debt recovery process with empathy and clear communication
• Set up affordable payment plans and clearly explain legal documents to customers
• Effectively signpost customers to relevant charities and organisations that can offer additional support
• Engage effectively with vulnerable customers via phone and email, ensuring their needs are understood and addressed
• Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and professionalism

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