Job Description

ABOUT THE ROLE

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.

• Provide Dedicated Support: Serve as the direct point of contact for members requiring tailored solutions due to vulnerable circumstances, ensuring every interaction aligns with our "Member First" approach.
• De-escalate & Calm: Manage high-pressure phone calls and live chats from members expressing extreme distress, anxiety, or dissatisfaction, using advanced soft skills to de-escalate tension and rebuild trust.
• Multi-Channel Proficiency: Switch efficiently between writing compassionate, clear chat/email responses and conducting supportive phone calls to drive swift, reassuring resolutions.
• Prevent Unnecessary Escalations: Actively review full conversation histories and use meticulous attention to detail to resolve queries comprehensively on the first contact, breaking the cycle of delayed responses.
• Advocate for Gaps: Spot trends in vulnerable member struggles and highlight areas for process improvement to help upgrade our internal tooling, guidelines, and response times.
• Document and Collaborate: Write highly detailed, clear, and objective internal notes regarding member circumstances (ensuring absolute compliance with strict data protection and DSAR guidelines) while collaborating with specialized back-office teams.

ABOUT YOU

You have a deep sense of empathy and a proven track record of directly handling complex customer situations, distressed individuals, and sensitive queries - ideally within an FCA - regulated environment. You understand that behind every ticket is a real person facing a challenging time.

You are a master of calm under pressure, able to seamlessly balance phone and chat support while dealing with highly emotionally charged situations. We are on the lookout for a resilient communicator who possesses flawless English skills, an unmatched eye for detail, and a natural drive to look for room for improvement. You don’t just read words on a screen; you understand the human context, think outside the box, and take absolute ownership to deliver a seamless, barrier-free journey for our vulnerable members.

WHAT ARE WE LOOKING FOR

The ideal candidate will have:

• Exceptional English Skills: You demonstrate flawless written and verbal English communication, allowing you to explain complex financial processes simply and compassionately to UK members.
• Resilience Under Pressure: You have experience supporting customers through intense emotional distress (including health crises or severe financial hardship) without compromising your composure or quality of service.
• Excellence at Expectation Management: You possess strong verbal negotiation skills and can confidently guide a conversation, set realistic timelines, and deliver difficult news while keeping the customer calm.
• Deep Empathy & Active Listening: You possess natural emotional intelligence, allowing you to validate a member's feelings, read between the lines of a chat message, and catch subtle indicators of vulnerability.
• High Attention to Detail: You don't skip lines or skim text; you catch every detail of a member's account history to ensure your resolution is accurate the first time.
• An Evaluation Mindset: You constantly question your own work, looking for room for improvement in your phrasing, response times, and problem-solving approach.
• Collaborative Team Player Mindset: You work seamlessly alongside technical, fraud, and compliance teams to champion the welfare of the member while protecting the business.

WHAT YOU WILL GET IN RETURN

• 27 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
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Sabbatical Leave