Vulnerable Users Team Associate

The Vulnerable Team is responsible for taking ownership of the most sensitive and complex situations in Member Support. As an agent on this team, you will be highly trained to manage a wide variation of delicate circumstances—ranging from physical or mental ill-health to financial distress and mental capacity issues. You will be empowered to provide peace of mind and implement tailored solutions for our UK members.

Responsibilities

Provide dedicated support as the direct point of contact for members requiring tailored solutions due to vulnerable circumstances; De-escalate and calm high-pressure phone calls and live chats from members expressing extreme distress, anxiety, or dissatisfaction; Switch efficiently between compassionate chat/email responses and supportive phone calls; Prevent unnecessary escalations by reviewing full conversation histories and resolving queries on first contact; Advocate for gaps by spotting trends in vulnerable member struggles and highlighting process improvements; Document and collaborate with specialized back-office teams ensuring compliance with data protection and DSAR guidelines

Requirements

Exceptional English skills - flawless written and verbal communication; Resilience Under Pressure - experience supporting customers through intense emotional distress without compromising composure or quality of service; Excellence at Expectation Management - strong verbal negotiation skills, confident conversation guidance, setting realistic timelines, delivering difficult news calmly; Deep Empathy & Active Listening - natural emotional intelligence, validating feelings, reading between the lines, catching subtle indicators of vulnerability; High Attention to Detail - catching every detail of member's account history; An Evaluation Mindset - constantly questioning own work and looking for improvement; Collaborative Team Player Mindset - working alongside technical, fraud, and compliance teams; Deep sense of empathy and proven track record of directly handling complex customer situations, distressed individuals, and sensitive queries; Master of calm under pressure, able to balance phone and chat support; Flawless English skills, unmatched eye for detail, natural drive for improvement

Nice to have

Ideally within an FCA-regulated environment

Benefits

25 days paid annual leave; 3 paid days off for volunteering or L&D activities; Extended maternity and paternity leave covered by the company; Personal L&D budget; Additional health & dental insurance; Mental wellbeing platform; Fully covered Multisports card; Food vouchers; Snacks, light food, drinks in the office; WFH equipment allowance; Sabbatical leave; Transportation bonus to cover office commute under the hybrid work arrangement