Empathetic Vulnerable Customer Account Manager

Fundingcircle; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Private medical

Dental

Annual learning allowance

Barista coffee

Subsidised Just Eat lunches

Life assurance

Share schemes

Season ticket loans

Job summary

Funding Circle in London is seeking a Vulnerable Customer Account Manager to support customers through debt recovery with compassion. You will manage a diverse portfolio, set up structured payment plans, and connect customers with external support services.

The role emphasizes empathetic, clear communication and resilience when handling sensitive cases, including mental health challenges. A flexible, hybrid London office setup supports collaboration and growth.

Qualifications

• Proven experience handling vulnerable customers affected by health, finances or personal events.
• Practical experience guiding customers through debt recovery processes.
• Strong written communication skills with ability to tailor emails.

Responsibilities

• Manage a portfolio of vulnerable customers through the debt recovery process with empathy and professionalism.
• Set up affordable payment plans and explain balances clearly in plain language.
• Refer customers to charities, free legal advice and external support organisations.
• Engage with customers via verbal and written communications.
• Navigate conversations around sensitive personal circumstances with compassion and resilience.
• Identify ways to use Generative AI to streamline daily tasks and boost productivity.
• Use approved AI tools safely to enhance output and efficiency.

Skills

Empathy

Communication

Attention to detail

Resilience

Job description

Funding Circle in London is seeking a Vulnerable Customer Account Manager to support customers through debt recovery with compassion. You will manage a diverse portfolio, set up structured payment plans, and connect customers with external support services.

The role emphasizes empathetic, clear communication and resilience when handling sensitive cases, including mental health challenges. A flexible, hybrid London office setup supports collaboration and growth.