Vulnerable Members Associate

Job Description

Tide, a business management platform for small businesses, is seeking a Vulnerable Members Associate. This role involves providing support to vulnerable customers who require tailored solutions due to personal circumstances. The Vulnerable Member Team manages customers in vulnerable situations, requiring skilled and trained individuals to handle various circumstances and provide tailored solutions.Responsibilities:

• Handling queries from members who may be classed as vulnerable or at risk of becoming vulnerable.
• Maintaining fairness and consistency in all interactions.
• Preventing escalations through all means and channels.
• Making use of phone calls to enable swift and remedial actions.

Requirements:

• Experience in escalation handling.
• Excellent written and oral communication skills.
• Excellent written and spoken English skills.
• Effective problem-solving skills and attention to detail.
• Empathetic and able to work well with others.
• Well-motivated and self-driven.
• Committed to cooperative and collaborative working.

The role offers:

• 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).