Vulnerable Customer Account Manager

Funding Circle Ltd.; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Private medical & dental

Life assurance

Share schemes

Annual learning allowance

Cycle-to-work

Season ticket loans

Parental leave

Job summary

Funding Circle Ltd. in London (Hybrid) is hiring to support customers who need additional care through the collections and recovery process, using clear and compassionate communication. You will balance empathy with commercial goals while guiding clients to manageable payment plans.

Key skills include handling vulnerable customers, debt recovery experience, and strong written communication. The role offers hybrid working, competitive benefits, and opportunities to leverage Generative AI tools.

Qualifications

• Proven experience handling vulnerable customers impacted by mental health, physical health and life events.
• Practical experience managing customers through the debt recovery process.
• Strong ability to understand various financial product types such as term loans, credit cards.
• Deep empathy balanced with strong attention to detail, professionalism, and personal resilience.
• Excellent written communication skills, with the ability to draft tailored emails, bespoke to the customers needs.
• Thrives in a deadline-driven environment, maintaining compliance and high-quality standards under pressure.
• Comfortable speaking with customers who may be experiencing severe distress, depression, or suicidal thoughts.

Responsibilities

• Manage a portfolio of diverse vulnerable customers, guiding them through the debt recovery process with empathy, clarity, and professionalism.
• Set up affordable payment plans and clearly break down the details of outstanding balances and payments into plain, accessible language for customers.
• Effectively signpost customers to relevant charities, free legal advice services, and external support organisations.
• Engage effectively with customers via verbal and written correspondence.
• Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and resilience.
• Apply critical thinking to accounts, by balancing commercial requirements with the needs of the vulnerable customer.
• 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

Skills

Empathy

Debt recovery

Verbal & written comms

High resilience

Using AI tools

Tools

Generative AI tools

Job description

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

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 Come and join a mission that matters!

Read our Impact Report | See our Trustpilot

The role

London (Hybrid) | 3 days in the office | Competitive Salary + Benefits

This role assists customers who require additional care and support due to their health, financial and personal circumstances. You will manage them through the collections process, and recovery process, while leading with clear and compassionate communication.

• Manage a portfolio of diverse vulnerable customers, guiding them through the debt recovery process with empathy, clarity, and professionalism.

• Set up affordable payment plans and clearly break down the details of outstanding balances and payments into plain, accessible language for customers.
• Effectively signpost customers to relevant charities, free legal advice services, and external support organisations.
• Engage effectively with customers via verbal and written correspondence.
• Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and resilience.
• Apply critical thinking to accounts, by balancing commercial requirements with the needs of the vulnerable customer.
• 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

What we’re looking for

We value deep expertise, but a growth mindset and good energy are what really make our team click. We’re a group that chooses to lift each other up and think smart every day.

• Proven experience handling vulnerable customers impacted by mental health, physical health and life events.
• Practical experience managing customers through the debt recovery process.
• Strong ability to understand various financial product types such as term loans, credit cards.
• Deep empathy balanced with strong attention to detail, professionalism, and personal resilience during sensitive customer interactions.
• Excellent written communication skills, with the ability to draft tailored emails, bespoke to the customers needs.
• Thrives in a deadline-driven environment, maintaining compliance and high-quality standards under pressure.
• Comfortable speaking with customers who may be experiencing severe distress, depression, or suicidal thoughts. Please consider this aspect carefully before applying if it is triggering for you.

We’re building a place where everyone truly feels they belong. Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you.

Why join us?

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! As a flexible-first employer, we use a "best of both" approach. We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us!

Our Circler Proposition focuses on five areas:

• Flexibility: We provide a benefit allowance you can tailor to your own life and family.
• Health: This includes private medical and dental, health assessments, and access to a digital GP.
• Wealth: We offer life assurance, share schemes, and financial coaching.
• Development: You get a dedicated annual learning allowance to help you level up.
• Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans.

We also have award-winning parental leave policies. We're here to support you through the big life moments, from fertility treatments to new additions to the family.

Ready to join a mission that matters? We’d love to chat!