At a Glance
- Tasks: Support vulnerable customers with empathy, guiding them through sensitive situations and debt recovery.
- Company: A caring financial services company focused on making a real difference.
- Benefits: 12-month fixed-term contract with opportunities for personal growth and development.
- Other info: Join a supportive team that values growth and belonging.
- Why this job: Make a meaningful impact while helping others navigate challenging times.
- Qualifications: Experience with vulnerable customers and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
Requirements:
- 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.
Vulnerable Customer Support Executive (12 Month Fixed-Term Contract) in London employer: Funding Circle
As a Vulnerable Customer Support Executive, you will join a compassionate and supportive team dedicated to making a meaningful impact in the lives of our customers. Our inclusive work culture fosters personal growth and resilience, providing you with the tools and training necessary to excel in handling sensitive situations. Located in a dynamic environment, we prioritise employee well-being and offer unique opportunities for professional development, ensuring that every team member feels valued and empowered to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Vulnerable Customer Support Executive (12 Month Fixed-Term Contract) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Funding Circle.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Funding Circle. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Vulnerable Customer Support Executive (12 Month Fixed-Term Contract) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Funding Circle.
How to prepare for a job interview at Funding Circle
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Funding Circle's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Funding Circle offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
