Empathetic Vulnerable Customer Advisor – Specialist Support for Financial Well‑Being, Crisis Management, and Inclusive Banking at brighthush

About brighthush – Pioneering Inclusive Financial Futures

brighthush is more than a fintech company; it is a movement that redefines how people interact with money. From its origins as a prepaid card provider, brighthush has grown into a comprehensive financial ecosystem that empowers individuals, families, and small businesses to take control of their financial destiny. Our product suite—personal and business accounts, joint and youth accounts, free children’s accounts, credit cards, investment tools, and pension integration—reflects a single, unwavering belief: money should work for everyone, not just a privileged few.

We combine cutting‑edge technology with a human‑centric approach. With vibrant hot‑coral cards, a “get‑paid‑early” feature, and award‑winning customer service, we create moments of delight and empowerment. Our commitment to financial education extends beyond the app, reaching audiences on social media, community events, and in‑person workshops. At brighthush, we are on a mission to make banking accessible, transparent, and supportive for people from all walks of life.

Why Join the Vulnerable Customer Advisor Team?

As a Vulnerable Customer Advisor at brighthush, you will be the frontline champion for those facing financial, mental, or physical hardships. You will help customers navigate crises—whether it’s a sudden loss of income, a health emergency, or a gambling addiction—by connecting them with the right tools, resources, and emotional support. Your work will directly influence how many people feel safe, heard, and empowered to rebuild their financial lives.

Key Responsibilities

• Escalation Management: Receive and resolve escalated calls and chats from frontline Customer Service Advisors, ensuring a seamless handover and consistent customer experience.
• Specialist Support: Provide empathetic, evidence‑based guidance to customers dealing with mental health challenges, substance use, gambling issues, or other vulnerabilities.
• Account Adjustments: Collaborate with customers to implement account changes that support recovery—such as setting spending limits, freezing accounts, or redirecting funds.
• Resource Coordination: Connect customers with external support services, including counseling, financial planning, and community resources, while maintaining confidentiality and compliance.
• Training & Coaching: Mentor and advise frontline staff on tone, phrasing, and best practices for interacting with vulnerable customers.
• Data & Reporting: Document interactions accurately, identify trends, and contribute to continuous improvement initiatives aimed at reducing customer distress.
• Policy Development: Participate in the creation and refinement of protocols that safeguard customer wellbeing and promote inclusive banking practices.

Essential Qualifications

• Minimum of 2 years’ experience working with vulnerable or high‑risk populations (e.g., mental health, addiction, financial hardship).
• Strong communication skills—both verbal and written—accompanied by a calm, compassionate demeanor.
• Proficiency in managing high‑volume, sensitive interactions while maintaining accuracy and empathy.
• Demonstrated ability to prioritize and triage complex conversations effectively.
• Resilience and self‑care practices that support sustained emotional wellbeing in a demanding role.
• Commitment to continuous learning and professional development.
• Availability to start on 18th January 2027 and attend full‑time training (Monday‑Friday, 9 am‑5:30 pm) for 8 weeks.

Preferred Qualifications

• Experience in a call centre or customer support environment, preferably within the financial services sector.
• Knowledge of UK financial regulations, consumer protection laws, and data privacy standards.
• Familiarity with mental health first aid or crisis intervention training.
• Multilingual abilities or experience working with diverse cultural groups.
• Previous involvement in diversity, equity, and inclusion initiatives.

Skills & Competencies

• Empathy & Compassion: Ability to listen actively, validate emotions, and respond with genuine care.
• Problem‑Solving: Creative thinking to devise tailored solutions that meet each customer’s unique needs.
• Communication: Clear, concise, and respectful language across phone, chat, and email.
• Collaboration: Working seamlessly with cross‑functional teams—product, compliance, risk, and community partners.
• Adaptability: Thriving in a fast‑paced, evolving environment while maintaining high service standards.
• Data‑Driven Insight: Using metrics and customer feedback to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that personal growth fuels professional excellence. As a Vulnerable Customer Advisor, you’ll have access to:

• Annual learning budget of £1,000 for books, courses, and conferences.
• Mentorship programs pairing you with senior advisors and industry experts.
• Internal career pathways—potential moves into product design, policy, or senior advisory roles.
• Regular workshops on mental health, financial inclusion, and crisis management.
• Opportunities to contribute to company‑wide initiatives that shape the future of inclusive banking.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected through collaborative tools, weekly team huddles, and virtual social events. We celebrate diversity, champion mental health, and foster an environment where every voice is heard. Our values—Integrity, Innovation, Inclusion, Impact—guide everything we do, from product development to customer interactions.

Compensation & Perks

• Base Salary: £26,230 – £30,620 per year, commensurate with experience.
• Performance Incentives: Bonus structure tied to key metrics such as customer satisfaction, resolution time, and engagement with support resources.
• Benefits: Comprehensive health, dental, and vision plans; 25 days of paid holiday plus a birthday leave; flexible working hours; and a generous parental leave policy.
• Wellness Support: Access to mental health counseling, mindfulness apps, and employee assistance programs.
• Technology Stipend: £300 per year for home office equipment and high‑speed internet.
• And many more perks—team retreats, volunteer days, and a culture of recognition through peer‑to‑peer shout‑outs.

Application Process

We’ve streamlined our hiring journey into three clear stages to respect your time:

1. Online application and questionnaire.
2. Initial phone interview with a recruiter.
3. Final interview with two senior managers (approximately 1 hour).

Expect a total turnaround of 2–3 weeks. We’re committed to flexibility and will accommodate your schedule throughout the process.

Why brighthush?

When you join brighthush, you become part of a community that values empathy, innovation, and impact. You’ll work alongside passionate professionals who are dedicated to making banking accessible for everyone. Your role will directly influence how we support those in crisis, helping them regain stability and confidence. Together, we’re building a future where financial wellbeing is a right, not a privilege.

Ready to Make a Difference?

If you’re driven by compassion, thrive in a fast‑paced environment, and want to help people navigate their toughest moments, we want to hear from you. Apply today and become a vital part of the brighthush family—where your expertise and empathy can transform lives.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability status.