Vulnerable Members Associate

ABOUT THE TEAM 

The Vulnerable Member Team is responsible for managing customers in vulnerable situations. The team are highly skilled and trained to manage a variation of circumstances from ill health to mental capacity whilst empowered to agree tailored solutions for our customers, providing support and peace of mind.

ABOUT THE ROLE 

You will be responsible for providing support to vulnerable customers who require tailored solutions due to personal circumstances while protecting the reputation of Tide by getting things right and in line with our Member First approach:

• Handling queries from members who may be classed a vulnerable or who are at risk of becoming vulnerable
• Maintain fairness and consistency
• Prevent escalations, through all means and channels, where possible
• You must make the use of phone calls to enable swift and remedial actions when necessary

WHAT ARE WE LOOKING FOR

You’ll be a great fit if:

• You have experience in escalation handling
• You demonstrate excellent written and oral communication skills
• You demonstrate excellent written and spoken English skills
• You possess effective problem solving skills and attention to detail
• You are empathetic and work well with others
• You are well motivated and self driven, willing to go the extra mile in spotting and flagging opportunities even with minimal supervision
• You are committed to cooperative and collaborative working

Some nice to haves 

• Knowledge of the Equality Act 2010 and FCA’s principles around vulnerable customers
• Understanding of CRM - i.e Zendesk, Kustomer, Salesforce,
• You understand complaint handling regulatory requirements for the UK financial services

WHAT YOU WILL GET IN RETURN (Action - amend Bullets per location)

• 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 (120 BGN)
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave (up to 6 months after 3 years of service)

TIDEAN WAYS OF WORKING

At Tide, 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.

TIDE IS A PLACE FOR EVERYONE

At Tide, 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 Tide, 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.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.