At a Glance
- Tasks: Manage vulnerable customer accounts with empathy and guide them through the debt recovery process.
- Company: Join a fintech company dedicated to supporting small businesses across the UK.
- Benefits: Flexible working, competitive salary, health benefits, and a focus on personal development.
- Other info: Be part of a supportive team in a dynamic, hybrid work environment.
- Why this job: Make a real impact while helping customers navigate challenging situations.
- Qualifications: Experience with vulnerable customers and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We’re on a mission to back the UK’s small businesses like no one else. Small businesses are the backbone of the economy, and we’re here to help them win. We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.
At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company. It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts. We’re a high-performing team that chooses to lift each other up. We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.
The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy. Come and join a mission that matters.
The role:
- 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.
What we’re looking for:
- 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.
Why join us?
- We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026!
- As a flexible-first employer, we use a "best of both" approach. We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us!
- Our Circler Proposition focuses on five areas:
- Flexibility: We provide a benefit allowance you can tailor to your own life and family.
- Health: This includes private medical and dental, health assessments, and access to a digital GP.
- Wealth: We offer life assurance, share schemes, and financial coaching.
- Development: You get a dedicated annual learning allowance to help you level up.
- Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans.
- We also have award-winning parental leave policies. We're here to support you through the big life moments, from fertility treatments to new additions to the family.
Ready to join a mission that matters? We’d love to chat!
Vulnerable Customer Account Manager - 12 mth FTC employer: Funding Circle
At Funding Circle, we are dedicated to empowering small businesses across the UK, and as a Vulnerable Customer Account Manager, you will play a crucial role in this mission. Our vibrant London office fosters a collaborative and supportive work culture, where you can thrive with flexible working arrangements, competitive benefits, and ample opportunities for personal and professional growth. Join us and be part of a team that values empathy, innovation, and making a real impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Vulnerable Customer Account Manager - 12 mth FTC
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those tricky interview questions. Think about how you’d handle sensitive situations with vulnerable customers and practice your responses. We want to see your empathy and professionalism shine!
✨Tip Number 3
Show us your passion for helping small businesses! Research our mission and come ready to discuss how you can contribute to making a real difference for our customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Vulnerable Customer Account Manager - 12 mth FTC
Some tips for your application 🫡
Show Your Empathy:When writing your application, make sure to highlight your ability to connect with vulnerable customers. Use examples that showcase your empathy and understanding, especially in challenging situations.
Tailor Your Communication:Craft your emails and cover letter as if you're speaking directly to a customer. Make it clear, concise, and tailored to the role of Vulnerable Customer Account Manager. This shows us you can communicate effectively, which is key for this position.
Highlight Relevant Experience:Don’t forget to mention any previous experience you have in handling vulnerable customers or working in financial services. We want to see how your background aligns with our mission to support small businesses and their customers.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Funding Circle
✨Understand the Role
Before your interview, make sure you fully grasp what it means to be a Vulnerable Customer Account Manager. Familiarise yourself with the responsibilities, especially around empathy and communication. This will help you articulate how your experience aligns with their mission to support vulnerable customers.
✨Showcase Your Empathy
Given the sensitive nature of the role, be prepared to discuss your past experiences handling vulnerable customers. Share specific examples where you've navigated difficult conversations with compassion and professionalism. This will demonstrate your ability to connect with customers on a personal level.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills in emotionally charged situations. Think about how you would handle various customer scenarios, particularly those involving mental health or financial distress. Practising these responses can help you feel more confident during the interview.
✨Highlight Your Growth Mindset
Funding Circle values a growth mindset, so be ready to discuss how you've learned from past challenges. Share instances where you've adapted your approach or sought feedback to improve your performance. This shows that you're not just skilled but also eager to grow and contribute to the team.
