Vulnerable Customer Advisor

Creditspring; Camden Town; On-site; GBP 60,000 - 80,000; Full time

Job summary

A financial services company in Camden Town is seeking a Welfare & Vulnerability Specialist to support vulnerable members through empathetic communication and regulatory compliance. You will engage via phone, chat, and email, ensuring fair outcomes while adhering to internal policies and FCA rules. Ideal candidates will have experience in regulated member-facing roles and strong communication skills. Join us in our mission to enhance financial stability for our members.

Qualifications

• Experience in member-facing roles within regulated sectors.
• Knowledge of vulnerability frameworks and forbearance options.
• Skilled in managing sensitive conversations with empathy.

Responsibilities

• Conduct sensitive conversations with vulnerable members.
• Identify and assess vulnerability indicators.
• Record vulnerability data and case outcomes.

Skills

Empathy

Strong communication skills

Detail-oriented

Ability to manage sensitive conversations

Resilience under pressure

Job description

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that!

As one of the UK’s only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

About the role

As a Welfare & Vulnerability Specialistat Creditspring, you’ll support vulnerable members by assessing needs, applying suitable forbearance, and signposting to external help. Working across phone, chat, and email channels, you’ll ensure compliance with FCA Consumer Duty while collaborating with Operations, Risk, and QA teams to deliver fair, consistent outcomes. The role blends empathy, sound judgment, and adherence to process to safeguard both members and the business.

Responsibilities

• Conduct sensitive, structured, conversations with potentially vulnerable members via phone, chat, and email (including outbound calls).
• Identify and assess vulnerability indicators; apply appropriate flags and forbearance options in line with policy.
• Provide accurate signposting to external support (e.g., debt advice, mental health, safeguarding).
• Adhere to Welfare & Vulnerability policy, Consumer Duty, and FCA rules (e.g., CONC).
• Meet quality standards using the scorecard framework, act on feedback promptly and maintain clear, up-to-date case notes and evidence.
• Escalate safeguarding concerns and protect sensitive member data in line with policy.
• Partner with Team Leaders, QA, and Operations to resolve complex cases and ensure consistent decisions.
• Identify and suggest solutions for process or guidance gaps to reduce recurring issues and contribute to knowledge materials, scripts, and job aids.
• Support onboarding and peer coaching where needed.
• Accurately record vulnerability data, case outcomes, and follow-ups.
• Support regular reporting on volumes, outcomes, QA, and remediation.
• Use data to manage workload priorities and highlight emerging risks.

What you’ll need to succeed

• Experience in member-facing roles within regulated sectors (e.g., financial services, utilities, housing, healthcare, charity).
• Skilled in managing sensitive conversations with empathy and professionalism.
• Knowledgeable in vulnerability frameworks and forbearance options (e.g., FCA Consumer Duty).
• Strong written and verbal communicator, able to simplify complex policies.
• Experienced in multi-channel engagement, including outbound contact.
• Detail-oriented with accurate record-keeping and case documentation.
• Be resilient, calm under pressure, and effective at managing varied caseloads.

Nice to haves

• Exposure to debt advice, income and expenditure assessments, or affordability reviews.
• Training or accreditation such as Mental Health First Aid, Safeguarding, Samaritans-style listening, or equivalent.
• Experience working with QA frameworks and calibration processes.

Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via [e-mail]. Unsolicited emails to other team members will not be actioned.