Vulnerable Customer Advisor, Creditspring
£31-34k
+ Equity participation
2+ days a week in office
A subscription service offering interest-free loans
Job no longer available
A subscription service offering interest-free loans
101-200 employees
Job no longer available
£31-34k
+ Equity participation
2+ days a week in office
101-200 employees
Company mission
To change the way people deal with unexpected expenses and help them gain financial stability.
Role
Who you are
- 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
- If your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply
Desirable
- 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
What the job involves
- As a Welfare & Vulnerability Specialist at 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
- 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
Salary benchmarks
Our take
Unexpected expenses are inevitable. However, there are limited and unfavourable options when it comes to managing these expenses: overdrafts are confusing, credit cards are risky, and payday loans are expensive. Creditspring aims to solve this problem by creating financial services that can help people manage their unexpected expenses.
Creditspring differentiates itself by not charging interest on its loans: clients only pay a fixed membership fee in addition to what they borrow. What's more, Creditspring sets out to improve the financial stability of its clients by offering budgeting tips, ways to improve their credit score and a personalised score that is updated every month- allowing them to monitor their improvement.
Kirsty
Company Specialist at Welcome to the Jungle
Meet the team
Luke Chapple, Senior Customer Operations
Insights
Company
Funding (last 2 of 6 rounds)
Jul 2022
$10.9m
SEED
May 2022
$64.8m
GROWTH EQUITY VC
Total funding: $87.3m
Company benefits
- 🛋 Hybrid & flexible working - we also give you the option to work from anywhere
- 🩺 Bupa health insurance with medical history disregarded and including enhanced cover for cancer and mental health. Free Digital GP service (24/7) included. No cost to you for adding dependents to your policy.
- 🏋️♀️ 1:1 Private health and wellbeing assessments, ongoing health and wellbeing coaching and support through HAWQ with workshops and socials
- 🧑🏫 £1000 annual training budget
- 💰 Equity participation
- 🧘🏽♀️£600 annual Juno flexible wellbeing budget
- ⚕️Bupa health cash plan to help with everyday medical expenses such as dental and optical
- 🏄🏻♀️ 25 days paid holiday increasing by one day per year up to a maximum of 30 days, plus public holidays
- 🍱 New starter team lunches
- 🕺Regular social & team events
- 👶🏼 Workplace Nursery Scheme
- 💻 Company Apple Macbook & WFH accessories
Company values
- Do the Right Thing
- Work Together
- Love What You Do
- Don't Settle
- Take Smart Risks
Company HQ
Soho, London, UK
Articles
Leadership
Neil Kadagathur
(Co-Founder & CEO)Studied Economics at Princeton University. Previously Executive Director at Goldman Sachs for 12 years.
Sabrina Loi
(Chief Product Officer)They were a Deputy Creative Director at Soleja for 12 years. Their experience lies in the design industry as a professor and a consultant.
People progressing
Jenni joined Creditspring in 2021 as a Junior Product Designer, since then they have been promoted to Product Manager and Senior Product Manager.
Jonika joined Creditspring in 2020 as a Marketing Executive, and since then they have worked their way up to become a Senior Communications Manager.
In 2022, Reise joined Creditspring as a Customer Operations executive. In 2025, they moved into the Product team and is now an Associate Product Analyst.
Diversity, Equity & Inclusion at Creditspring
Linda Murphy-Ericsson (People & Culture Partner)
- Our Goal: We’re committed to Creditspring being an inclusive environment where everyone feels welcomed, valued, and listened to; We want you to thrive as your true self.
- What do we do to get there? We capture and monitor metrics that feed into our Diversity DNA, such as our gender split, both company-wide (Currently 47% females, which is higher than our industry average of 28%) We are also proud to share that our leadership team is 40% female, compared to an average of 10% industry-wide. We monitor and benchmark ourselves to ensure we are accountable and set ambitious yet realistic goals. We are trying to drive a change that we would like to see outside of Creditspring.
- We regularly review and refine our hiring process to tailor all communications, job listings, and channels where we reach and meet talent in ways that are inclusive in all shapes and forms. We know females and people from underrepresented groups are often hesitant to apply for jobs they don’t tick all the boxes for, so we are actively encouraging all to apply. We hire based on skill and skill only, but we are also keen advocates of the notion that skills can be taught.
- Learning and Development are of great importance to us, and we have a generous annual budget for everyone working here. We recently launched our L&D catalogue and have many more initiatives to help our team find courses, training, and events that will be useful and further their progress in their career.
- Everyone who joins us is enrolled in a course on Unconscious Bias, just as with compliance training, this is a very important piece in our commitment to creating inclusive spaces for everyone.
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