**Experienced Vulnerable Customer Service Adviser – Emotional Support and Empathy in Financial Services**

At arenaflex, we're revolutionizing the way people interact with money. Our mission is to make financial services accessible, transparent, and empowering for everyone. We're not just a bank; we're a partner in our customers' financial journeys. As a Vulnerable Customer Service Adviser, you'll play a vital role in supporting our customers who face unique challenges, providing emotional support, and ensuring they receive the help they need. **About arenaflex** arenaflex is a forward-thinking financial services company that's breaking away from traditional banking practices. Our innovative approach focuses on creating magical moments for our customers, providing financial education, and delivering exceptional customer service. We're committed to solving problems and changing lives through our products and services. **The Role** As a Vulnerable Customer Service Adviser, you'll be part of our dedicated team that handles sensitive and complex customer inquiries. You'll work closely with our customers who face difficulties related to addiction, mental health, financial struggles, and other personal hardships. Your primary responsibility will be to provide empathetic and supportive conversations, ensuring our customers feel heard, understood, and empowered to manage their financial situations. **Key Responsibilities:** * Handle escalations from fellow Customer Service Advisors, providing guidance and support on tone of voice, phrasing, and actions for vulnerable customers * Engage in sensitive conversations with customers who face difficulties related to addiction, mental health, financial struggles, and other personal hardships * Collaborate with customers to understand their financial accessibility needs and make adjustments to support their journey with arenaflex * Develop and maintain strong relationships with customers, ensuring they feel supported and empowered to manage their financial situations * Work closely with our VAIB (Vulnerability, Accessibility, Inclusion, and Bereavements) team to ensure our customers receive the best possible support * Participate in ongoing training and development to enhance your skills and knowledge in supporting vulnerable customers **Essential Qualifications:** * Experience working with vulnerable customers, preferably in a customer-facing role * Strong customer service skills, with the ability to empathize and understand customers' needs * Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues * Ability to prioritize difficult conversations effectively and manage a high volume of calls * Strong personal boundaries and resilience, with the ability to maintain a healthy work-life balance * Ability to work in a fast-paced environment, with a strong team working ethic **Preferred Qualifications:** * Experience working in a financial services or related industry * Knowledge of financial products and services, with a strong understanding of customer needs and expectations * Familiarity with arenaflex's products and services, with a passion for delivering exceptional customer experiences * Experience working with customers who face complex challenges, such as addiction, mental health, or financial struggles **Skills and Competencies:** * Emotional intelligence and empathy, with the ability to understand and support customers' needs * Strong communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues * Ability to prioritize difficult conversations effectively and manage a high volume of calls * Strong personal boundaries and resilience, with the ability to maintain a healthy work-life balance * Ability to work in a fast-paced environment, with a strong team working ethic * Strong problem-solving skills, with the ability to think critically and creatively * Ability to work collaboratively with colleagues, with a strong focus on teamwork and collaboration **Career Growth Opportunities and Learning Benefits:** * Ongoing training and development opportunities to enhance your skills and knowledge in supporting vulnerable customers * Access to a comprehensive learning budget of £1,000 per year, to support your professional development and growth * Opportunities for career progression and advancement within arenaflex, with a focus on developing your skills and expertise * Collaborative and supportive work environment, with a strong focus on teamwork and collaboration **Work Environment and Company Culture:** * arenaflex is a remote-friendly company, with a flexible and adaptable work environment * Our company culture is built on empathy, understanding, and support, with a strong focus on delivering exceptional customer experiences * We prioritize diversity, inclusion, and equality, with a commitment to creating a welcoming and inclusive work environment for all employees * We offer a comprehensive benefits package, including share options, stock options, and benefits, to support your physical and mental well-being **Compensation, Perks, and Benefits:** * Competitive salary range of £24,000 to £27,000, depending on experience and location * Comprehensive benefits package, including share options, stock options, and benefits * Ongoing training and development opportunities to enhance your skills and knowledge * Access to a comprehensive learning budget of £1,000 per year, to support your professional development and growth * Collaborative and supportive work environment, with a strong focus on teamwork and collaboration * Flexible and adaptable work environment, with a focus on work-life balance and employee well-being **How to Apply:** If you're passionate about delivering exceptional customer experiences and supporting vulnerable customers, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact email]. We look forward to hearing from you! **Equal Opportunities:** arenaflex is an equal opportunity employer, committed to diversity, inclusion, and equality. We welcome applications from all qualified candidates, regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran status. We're committed to creating a welcoming and inclusive work environment for all employees. **Contact Information:** If you have any questions or concerns about this role or the application process, please don't hesitate to contact us at [insert contact email]. We're committed to supporting you throughout the application process and look forward to hearing from you! Apply for this job