Vulnerable Customer Advisor

Role overview

Provide specialist, compassionate support to customers facing difficult personal or financial circumstances. The role focuses on helping people feel heard, identifying accessibility needs, and connecting them with practical account adjustments and suitable sources of support. Calls may involve distress, self-harm or harm-to-others concerns, addiction, or difficulty affording essentials.

Responsibilities - Take escalated cases from customer service colleagues through phone and in-app conversations. - Help customers make account changes that support recovery from addiction or address other individual needs. - Explore financial accessibility requirements and adapt the customer’s experience where possible. - Support people struggling to meet basic needs by identifying relevant help. - Respond to disclosures of suicidal thoughts with care and work out appropriate next steps. - Coach colleagues on suitable language, tone, and actions when supporting vulnerable customers.

Requirements - Experience supporting vulnerable people or working in a related service role. - Confidence handling a high volume of sensitive calls and prioritizing difficult conversations. - Strong empathy, compassion, resilience, and clear personal boundaries. - A collaborative approach and ability to advise teammates. - Availability to start on 18 January 2027 and complete eight weeks of full-time weekday training, 9:00 a.m.–5:30 p.m.

Benefits and work setup

This is a remote, 37.5-hour-per-week role, with shifts scheduled between 6 a.m. and 10 p.m., Monday through Sunday. Pay is £26,230–£30,620 per year depending on experience, with performance-linked incentive awards. The package includes a £1,000 annual learning budget and the option to take birthday leave from the regular holiday allowance, subject to eligibility and training-period restrictions.