Customer Vulnerability Advisor

Lantern UK; Dafen; On-site; GBP 25,000 - 30,000; Full time

Job summary

A notable financial wellness company in the UK is seeking a Customer Service Advisor to help individuals navigate financial challenges with empathy and understanding. This role involves providing clarity and support while partnering with clients in the energy sector. Ideal candidates should have strong listening and communication skills, and a genuine desire to assist others. The position offers a competitive salary along with substantial bonuses and a variety of benefits.

Benefits

33 days holiday allowance

Bonus of up to 25%

Access to discounts and wellbeing tools

Work-Based Pension scheme

Social events and parties

Overtime opportunities

Training opportunities

Qualifications

• No prior customer service experience is necessary; willingness to learn is essential.
• A passion for helping others and guiding them through challenges.

Responsibilities

• Listen actively to customers facing financial difficulties.
• Partner with internal teams for consistent and fair treatment.
• Connect customers to helpful tools and resources.

Skills

Listening

Empathy

Communication

Problem-solving

Job description

Overview

At Sonex, we believe that financial wellness is key to building a more secure future for all. We are a forward-thinking company dedicated to supporting individuals through times of financial uncertainty. Our team is growing, and we’re looking for compassionately driven and detail-oriented Peoples.

What We’re Offering

• Salary: £25,429 with up to 25% monthly bonus (£6,357)
• Holiday Allowance: 33 days (including public holidays), rising to 36 with service
• Recognition Schemes: Internal awards with financial incentives
• PerkBox Membership: Access to discounts and wellbeing tools
• Work-Based Pension scheme
• Social Events: Summer and Christmas parties, plus regular team socials
• Overtime Opportunities available
• Refer a Friend Scheme with rewards
• Ongoing Training in a supportive environment

About the Role

As a Customer Service Advisor you will be at the heart of our mission to help people navigate financial challenges with understanding and empathy. This is a role within the energy industry working with our clients and can include helping customers manage their energy consumption. You will have the opportunity to make a direct impact on people’s lives by offering clarity, support, and practical advice during times of financial stress. If you’re someone who thrives in a collaborative environment and is motivated by the idea of helping others, we’d love to hear from you.

Key Responsibilities

• Listening actively to those facing financial difficulties and working with them to find practical, respectful solutions.
• Partnering with internal teams to ensure every customer receives consistent, sensitive, and fair treatment.
• Encouraging long-term resilience by connecting customers to helpful tools, resources, or external support where appropriate.
• Acting as an advocate for vulnerable customers, making sure their needs are heard and addressed throughout their journey with Sonex. To thrive in this role, you don’t just need skills you need a heart.

At Sonex, we believe the right person will bring:

• A genuine ability to listen, understand, and respond with kindness when customers share their challenges.
• The steadiness to guide people through sensitive conversations, even when emotions are high.
• A knack for finding fair and practical solutions that balance customer needs with business requirements.
• Must be able to communicate clearly and confidently, expressing ideas in a way that feels supportive and easy for others to understand.

Experience & Qualifications

• Previous customer service experience not required.
• Willingness to learn and a passion for helping others are more important.

Sonex Financial is part of the Lantern Group, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession!

Sonex is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector.

We partner with a number of the big energy and utility providers, helping their customers, experiencing financial and vulnerability, find the right solution based on their personal circumstances.

Due to the nature of our business, all offers of employment are subject to Lantern’s background and vetting checks, which include but not limited to; satisfactory employment references, DBS (basic) and a credit file search.