**Job Description:**
About blithequark
At blithequark, we're revolutionizing the way people interact with money. Our mission is to make money work for everyone, and we're committed to creating a more inclusive and supportive financial ecosystem. We're not just a bank; we're a community that cares about our customers' well-being and strives to make a positive impact on their lives.
Our Approach to Vulnerable Customer Support
We understand that financial struggles can be overwhelming, and that's why we've created a dedicated team to support our most vulnerable customers. Our Vulnerability, Accessibility, Inclusion, and Bereavements (VAIB) Team is passionate about providing empathetic and personalized support to those who need it most. As a Vulnerable Customer Service Specialist, you'll be part of this team, working closely with customers who face various challenges, including addiction, mental health issues, and financial difficulties.
About the Role
We're seeking an experienced and compassionate individual to join our VAIB Team as a Vulnerable Customer Service Specialist. This role requires a unique blend of customer service skills, empathy, and resilience. You'll be working with customers who may be experiencing distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use.
Key Responsibilities:
- Provide empathetic and personalized support to vulnerable customers via phone and in-app chat
- Escalate complex cases to senior team members or other departments as needed
- Collaborate with colleagues to develop and implement strategies for supporting vulnerable customers
- Advise fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
- Understand and address customers' financial accessibility needs, making adjustments to support their journey with blithequark
- Participate in training and development programs to enhance your skills and knowledge in supporting vulnerable customers
Requirements:
To succeed in this role, you'll need:
- Experience working with vulnerable adults, either in a customer-facing or support role
- Excellent customer service skills, with a focus on empathy and understanding
- Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues
- Ability to prioritize difficult conversations and manage a high volume of calls
- Strong sense of personal boundaries and resilience, with the ability to maintain a healthy work-life balance
- Ability to work in a fast-paced, dynamic environment with a focus on continuous improvement
- Basic computer skills, including proficiency in Microsoft Office and Google Suite
Preferred Qualifications:
We're looking for candidates with:
- Experience working in a customer-facing role, particularly in a financial services or banking environment
- Knowledge of financial products and services, including credit, debit, and prepaid cards
- Experience working with customers who have mental health issues, addiction, or other vulnerabilities
- Training or certification in areas such as mental health first aid, addiction support, or financial counseling
What We Offer:
As a Vulnerable Customer Service Specialist at blithequark, you'll enjoy:
- A competitive salary of £24,000 - £27,000, depending on experience
- A comprehensive benefits package, including share options, stock options, and benefits
- A generous learning budget of £1,000 per year for books, training courses, and conferences
- A dynamic and supportive work environment, with opportunities for growth and development
- A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace
How to Apply:
If you're passionate about supporting vulnerable customers and making a positive impact on their lives, we encourage you to apply for this role. Please submit your application, including your resume and a cover letter, through our website. We'll review all applications and contact selected candidates for further assessment.
Equal Opportunities:
blithequark is an equal opportunities employer, committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds, ages, ethnicities, religions, sexes, sexual orientations, gender identities, family or parental statuses, national origins, or veteran, neurodiversity or disability statuses. We're proud to be an employer that values and celebrates diversity, and we're committed to creating a workplace where everyone feels valued, respected, and supported.
Interview Process:
Our interview process involves three stages:
- Application and completion of application questions
- Call with a Recruiter
- An interview that lasts approximately 1 hour
Logistics:
This role will be fully remote in the UK, with a requirement to be permanently based in the UK. Training will be provided remotely, with a 10-week program from Monday to Friday, 9am - 5:30pm. Shifts will be rotating, with a 7-week working pattern from Monday to Sunday, 6am - 10pm, including bank holidays. We'll guarantee time off on your birthday, provided you have enough holiday balance to cover it.
Conclusion:
We're excited to welcome a dedicated and compassionate individual to our VAIB Team as a Vulnerable Customer Service Specialist. If you're passionate about supporting vulnerable customers and making a positive impact on their lives, we encourage you to apply for this role. Together, we can create a more inclusive and supportive financial ecosystem that benefits everyone.
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