Vulnerable Users Team Associate

2 мес. назад

BulgariaEurope

Responsible for handling sensitive and complex situations in member support for a company that provides banking and administrative solutions to SMEs.

Обязанности

The Vulnerable Team is responsible for taking ownership of the most sensitive and complex situations in Member Support. As an agent on this team, you will be highly trained to manage a wide variation of delicate circumstances—ranging from physical or mental ill-health to financial distress and mental capacity issues. You will be empowered to provide peace of mind and implement tailored solutions for our UK members.
Provide Dedicated Support: Serve as the direct point of contact for members requiring tailored solutions due to vulnerable circumstances, ensuring every interaction aligns with our "Member First" approach.
De-escalate & Calm: Manage high-pressure phone calls and live chats from members expressing extreme distress, anxiety, or dissatisfaction, using advanced soft skills to de-escalate tension and rebuild trust.
Multi-Channel Proficiency: Switch efficiently between writing compassionate, clear chat/email responses and conducting supportive phone calls to drive swift, reassuring resolutions.
Prevent Unnecessary Escalations: Actively review full conversation histories and use meticulous attention to detail to resolve queries comprehensively on the first contact, breaking the cycle of delayed responses.
Advocate for Gaps: Spot trends in vulnerable member struggles and highlight areas for process improvement to help upgrade our internal tooling, guidelines, and response times.
Document and Collaborate: Write highly detailed, clear, and objective internal notes regarding member circumstances (ensuring absolute compliance with strict data protection and DSAR guidelines) while collaborating with specialized back-office teams.

Требования

You have a deep sense of empathy and a proven track record of directly handling complex customer situations, distressed individuals, and sensitive queries - ideally within an FCA - regulated environment. You understand that behind every ticket is a real person facing a challenging time.
You are a master of calm under pressure, able to seamlessly balance phone and chat support while dealing with highly emotionally charged situations. We are on the lookout for a resilient communicator who possesses flawless English skills, an unmatched eye for detail, and a natural drive to look for room for improvement. You don’t just read words on a screen; you understand the human context, think outside the box, and take absolute ownership to deliver a seamless, barrier-free journey for our vulnerable members.

Другое

At , we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting.
is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.
Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.
is available for UK, Indian, German and French SMEs
Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly
Over $300 million raised in funding
Over 2,800 Tideans globally
Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg
The ideal candidate will have:
Exceptional English Skills: You demonstrate flawless written and verbal English communication, allowing you to explain complex financial processes simply and compassionately to UK members.
Resilience Under Pressure: You have experience supporting customers through intense emotional distress (including health crises or severe financial hardship) without compromising your composure or quality of service.
Excellence at Expectation Management: You possess strong verbal negotiation skills and can confidently guide a conversation, set realistic timelines, and deliver difficult news while keeping the customer calm.
Deep Empathy & Active Listening: You possess natural emotional intelligence, allowing you to validate a member's feelings, read between the lines of a chat message, and catch subtle indicators of vulnerability.
High Attention to Detail: You don't skip lines or skim text; you catch every detail of a member's account history to ensure your resolution is accurate the first time.
An Evaluation Mindset: You constantly question your own work, looking for room for improvement in your phrasing, response times, and problem-solving approach.
Collaborative Team Player Mindset: You work seamlessly alongside technical, fraud, and compliance teams to champion the welfare of the member while protecting the business.
Salary: €20,000.00 - €22,500.00 annual gross 
25 days paid annual leave 
3 paid days off for volunteering or L&D activities
Extended maternity and paternity leave covered by the company
Personal L&D budget 
Additional health & dental insurance
Mental wellbeing platform 
Fully covered Multisports card
Food vouchers
Snacks, light food, drinks in the office
WFH equipment allowance
Sabbatical Leave
Transportation bonus to cover office commute under the hybrid work arrangement
At , we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 
While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
#LI-NZ1
At , we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 
We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.
 
At , we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.
does  not  charge any fees at any stage of the recruitment process.
All official job opportunities are listed exclusively on our  Careers Page  and applications should be submitted through this channel.
Communication from will only come from an official  @ .co  email address.
does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.
If you are contacted by anyone misrepresenting or requesting payment, please treat it as fraudulent and report it to us immediately at talent@.co Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.
 
leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy .
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