Vulnerability Care & Case-Management Specialist

Lendable Ltd; Chatham; Hybride; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Private health insurance

Equity

Hybrid/flexible work

Office kitchen

Résumé du poste

Lendable Ltd is hiring a Specialist Vulnerability Agent to provide empathetic, end-to-end support for vulnerable customers across multiple channels. The role combines advocacy, case management and expert guidance for frontline teams to drive better outcomes.

You will identify and assess vulnerability, ensure accurate statuses, and contribute to continuous improvement of processes and knowledge resources, including AI-assisted tools.

Qualifications

• Previous experience in a contact centre environment with a focus on customer service and/or financial support.
• Proven ability to handle complex queries with empathy, accuracy and ownership.
• Comfortable following structured processes and identifying improvement opportunities in vulnerability support.
• Excellent communication, rapport-building and conflict resolution skills.
• Experience with digital tools and AI-driven platforms is a plus.

Responsabilités

• Take end-to-end ownership of vulnerable customer case management from identification to resolution.
• Provide compassionate, accurate, and personalised support for vulnerable customers.
• Review and validate vulnerability statuses and ensure appropriate support mechanisms.
• Act as a subject matter expert to support frontline colleagues on vulnerable customers.
• Make decisions for best outcomes with sound judgment and empathy.
• Assist with deviations from standard processes to support optimal outcomes.

Description du poste

Lendable Ltd is hiring a Specialist Vulnerability Agent to provide empathetic, end-to-end support for vulnerable customers across multiple channels. The role combines advocacy, case management and expert guidance for frontline teams to drive better outcomes.

You will identify and assess vulnerability, ensure accurate statuses, and contribute to continuous improvement of processes and knowledge resources, including AI-assisted tools.