---
title: 'Vulnerable Customer Account Manager at Funding Circle'
canonical: 'https://feeny.ai/job/vulnerable-customer-account-manager-funding-circle-london-h0jh2w46ch9n'
type: 'job'
last_seen: '2026-09-09'
---

# Vulnerable Customer Account Manager at Funding Circle

- **Company:** Funding Circle
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-27
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/fundingcircle/3867c5fe-a844-4ac4-8954-2d1fe34a9464

## Job description

WE’RE ON A MISSION TO BACK THE UK’S SMALL BUSINESSES LIKE NO ONE ELSE 🚀

Small businesses are the backbone of the economy, and we’re here to help them win. We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.

At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company. It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts.

We’re a high-performing team that chooses to lift each other up. We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.

The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy 📈 Come and join a mission that matters!

[Read our Impact Report https://www.fundingcircle.com/uk/impact] | [See our Trustpilot https://uk.trustpilot.com/review/fundingcircle.com]

## THE ROLE ⚡

📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + Benefits

This role assists customers who require additional care and support due to their health, financial and personal circumstances. You will manage them through the collections process, and recovery process, while leading with clear and compassionate communication.

- Manage a portfolio of diverse vulnerable customers, guiding them through the debt recovery process with empathy, clarity, and professionalism.
- Set up affordable payment plans and clearly break down the details of outstanding balances and payments into plain, accessible language for customers.
- Effectively signpost customers to relevant charities, free legal advice services, and external support organisations.
- Engage effectively with customers via verbal and written correspondence.
- Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and resilience.
- Apply critical thinking to accounts, by balancing commercial requirements with the needs of the vulnerable customer.
- Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity
- Confident using approved AI tools safely and effectively to enhance your output and find a better way of working

Hear from our some of our Vulnerable Customer Account Managers https://www.youtube.com/watch?list=PLHFJpP8HNhB4&v=L0sa1k27BAw about what it's like to be part of our Vulnerable Customer Team!

## WHAT WE’RE LOOKING FOR 🌱

We value deep expertise, but a growth mindset and good energy are what really make our team click. We’re a group that chooses to lift each other up and think smart every day.

- Proven experience handling vulnerable customers impacted by mental health, physical health and life events.
- Practical experience managing customers through the debt recovery process.
- Strong ability to understand various financial product types such as term loans, credit cards.
- Deep empathy balanced with strong attention to detail, professionalism, and personal resilience during sensitive customer interactions.
- Excellent written communication skills, with the ability to draft tailored emails, bespoke to the customers needs.
- Thrives in a deadline-driven environment, maintaining compliance and high-quality standards under pressure.
- Comfortable speaking with customers who may be experiencing severe distress, depression, or suicidal thoughts. Please consider this aspect carefully before applying if it is triggering for you.

We’re building a place where everyone truly feels they belong. Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you.

## WHY JOIN US? 💜

We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026! As a flexible-first employer, we use a "best of both" approach. We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us!

Our Circler Proposition focuses on five areas:

- Flexibility: We provide a benefit allowance you can tailor to your own life and family.
- Health: This includes private medical and dental, health assessments, and access to a digital GP.
- Wealth: We offer life assurance, share schemes, and financial coaching.
- Development: You get a dedicated annual learning allowance to help you level up.
- Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans.

We also have award-winning parental leave policies. We're here to support you through the big life moments, from fertility treatments to new additions to the family.

READY TO JOIN A MISSION THAT MATTERS? WE’D LOVE TO CHAT!

## About Funding Circle

## Company Overview
- **One-liner**: Funding Circle backs small businesses by providing fast, simple access to finance through a proprietary technology and data engine.
- **Entity Type**: Public (LSE: FCH)
- **Headquarters**: London, United Kingdom
- **Founded**: 2010
- **Founders**: Not specified in provided search results

## Core Business
- **Primary industry**: Fintech / Online Lending (SME Finance)
- **Target customers**: Small and medium-sized businesses (B2B)
- **Mission**: “To back the small businesses that power the economy.” [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)

## Products & Services
- **Term Loans**: Unsecured loans up to £750,000, up to six years, with a typical personal guarantee. Applications take ~7 minutes, decisions in as little as 1 hour, funds within 48 hours. [fundingcircle.com](https://www.fundingcircle.com/uk/about-us/)
- **FlexiPay Line of Credit**: Flexible credit facility for businesses. [fundingcircle.com](https://www.fundingcircle.com/uk/)
- **Cashback Business Credit Card**: A credit card offering cashback on spending. [fundingcircle.com](https://www.fundingcircle.com/uk/about-us/)
- **Asset Finance** (via third-party partners): Finance for equipment through expert partners. [fundingcircle.com](https://www.fundingcircle.com/uk/about-us/)
- **Marketplace Platform**: Connects SMEs with a panel of 28 institutional lenders (asset managers, funds, etc.) using a hybrid funding model combining capital-light marketplace and balance sheet lending. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)

## Market Standing
- **Valuation/Market Cap**: Not disclosed in provided sources (publicly traded, current market cap not included)
- **Key Metrics**:
  - £17 billion lent to UK businesses since 2010. [fundingcircle.com](https://www.fundingcircle.com/uk/)
  - 125,000+ SMEs supported. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
  - £7.9 billion contribution to UK GDP in 2025. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
  - 4.5/5 Trustpilot rating (16,700+ reviews). [fundingcircle.com](https://www.fundingcircle.com/uk/)
  - Customer NPS of 79. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
  - A customer transacts every 38 seconds. [fundingcircle.com](https://www.fundingcircle.com/uk/)
- **Notable Investors/Partners**: Institutional investors (asset managers, funds) and a Senior Citi facility. Specific names not provided in sources. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
- **Growth Signals**:
  - 73% of applicants receive an instant decision. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
  - 3x better risk discrimination than traditional credit bureaus. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
  - Evolved from a single-product lender to a multi-product platform. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)
  - Transforming into an “AI-native” business. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/our-people)

## Competitive Advantages
- **Proprietary Technology & Data Engine**: Deep data lake and predictive risk model enable fast, accurate lending decisions.
- **Instant Decision Platform**: Six-minute application with 24-hour turnaround; 73% of applicants get an instant decision.
- **Multi-Product Ecosystem**: Offers loans, credit lines, credit cards, and asset finance – a comprehensive financial partner for SMEs.
- **Strong Brand & Scale**: Recognised as the “UK’s number 1 business lending platform” with over £17 billion lent.
- **Hybrid Funding Model**: Combines capital-light marketplace lending with balance sheet funding for resilience and scalability.

## Strategic Focus
- **Customer Centricity & Innovation**: “Obsess over the customer” is a core value; continuous product expansion to meet evolving SME needs.
- **Profitable Growth**: Following a multi-year transformation, the company is sustainably profitable and focused on scaling responsibly.
- **AI-Native Transformation**: Embedding AI across operations to enhance risk assessment, customer experience, and efficiency. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/our-people)
- **Seamless Lifetime Customer Experience**: Aiming to serve SMEs at every stage of their journey with tailored finance. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/company-overview)

## Why Work Here
- **Hybrid-First Workplace**: Typically 3 days per week in the central London office (2 days for tech teams). Flexible working fully supported. [fundingcircle.com](https://www.fundingcircle.com/uk/careers/)
- **Family-Friendly Policies**: 26 weeks full pay for maternity leave, 6 weeks partner leave, and adoption leave at full pay. [fundingcircle.com](https://www.fundingcircle.com/uk/careers/)
- **Development & Growth**: Internal learning platform with 5,000+ courses, “squiggly careers” support for non-linear progression. [fundingcircle.com](https://www.fundingcircle.com/uk/careers/)
- **Culture & Recognition**:
  - Named a Sunday Times Best Place to Work 2026. [fundingcircle.com](https://www.fundingcircle.com/uk/careers/)
  - “No blame” culture with open feedback.
  - Diversity, equity and inclusion are core: signatory of HM Treasury Women in Finance Charter.
  - All permanent employees hold options or shares in the company. [corporate.fundingcircle.com](https://corporate.fundingcircle.com/about-us/our-people)
- **Inclusive Recruitment**: Anti-bias hiring framework; diverse interview panels; salaries benchmarked internally and externally. [fundingcircle.com](https://www.fundingcircle.com/uk/careers/)

## Sources
1. [corporate.fundingcircle.com - Company Overview](https://corporate.fundingcircle.com/about-us/company-overview)
2. [fundingcircle.com - Careers](https://www.fundingcircle.com/uk/careers/)
3. [corporate.fundingcircle.com - Our People](https://corporate.fundingcircle.com/about-us/our-people)
4. [fundingcircle.com - About Us](https://www.fundingcircle.com/uk/about-us/)
5. [fundingcircle.com - Homepage](https://www.fundingcircle.com/uk/)

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