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About the Role

We’re on a mission to back the UK’s small businesses like no one else. 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. 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.

Responsibilities

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

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
Desirable: experience handling third parties through the bereavement process

Skills

Generative AI
AI tools

Location

London

Work Type

Hybrid
3 days in the office

Experience Level

Proven experience in handling vulnerable customers

Salary/Compensations

Competitive Salary

Benefits

Benefit allowance you can tailor to your own life and family
Private medical and dental
Health assessments
Access to a digital GP
Life assurance
Share schemes
Financial coaching
Dedicated annual learning allowance
Electric car scheme
Cycle-to-work scheme
Season ticket loans
Award-winning parental leave policies
Support for fertility treatments
Subsidised Just Eat lunches

About the Company

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
We’re building a place where everyone truly feels they belong.
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!