Graduate Vulnerable Customer Trainee

Are you a recent graduate seeking a purposeful start to your career, where the work you do genuinely helps people?

At First Response Finance, previous financial services experience is not required. We seek curious, empathetic people who are keen to learn. Our structured Graduate Vulnerable Customer Trainee role will give you the knowledge, skills and confidence to support customers in vulnerable circumstances while building a long-term career within a growing financial services business.

If you communicate clearly, enjoy solving problems and want to make a positive difference, we’d love to hear from you.

This role is designed for graduates from any discipline. We value potential and attitude above prior sector experience.

From day one you'll receive:

A comprehensive 3-day onboarding programme

A structured training pathway with hands-on coaching

Dedicated weekly development time and feedback

Clear career progression opportunities across the business

Access to specialist development and leadership pathways

Curious to learn more - click below to learn more!

Could First Response Finance Be Where Your Graduate Journey Begins?

As a Graduate Vulnerable Customer Trainee within our Account Management team, you will support customers with their finance agreements and assist those experiencing financial difficulty, health challenges or other life events that require additional care and understanding.

The role is primarily telephone based, handling inbound and making outbound calls. You will use active listening and problem-solving to understand each customer’s situation and identify the most appropriate, compassionate outcome.

There are no call targets, allowing time to build rapport and focus on achieving fair and sustainable customer outcomes.

You will receive structured training and mentoring; prior experience with vulnerable customers is helpful but not essential and we will send a full role profile to you once you've applied.

Throughout your tenure you will gain skills and experience including:

Customer relationship management

Active listening and communication techniques

Managing sensitive and complex customer conversations

Problem-solving, decision-making and negotiation

Knowledge of consumer finance and regulated environments

Data awareness and analytical thinking

Resilience, confidence and professional development

Commercial awareness and how customer outcomes link to business performance

This role is suitable for graduates who enjoy:

Helping and supporting others

Building relationships and earning trust

Solving problems and thinking critically

Working collaboratively in a team

Learning new skills and progressing a career

Working in a values-led environment with a focus on positive impact

No prior sector experience is required — we value attitude, empathy and potential.

Our purpose is simple:

People. Service. Profit.

We invest in our people because great service delivers the best outcomes for customers and the business. Our values guide how we work:

Customer Driven

Team Player

Winning Attitude

Open and Honest

We prioritise attitude, curiosity and a cultural fit over prior experience.

Starting Salary: £28,934

Planned salary increases at 6, 12, 24 and 36 months

Salary potential up to £37,531 within 36 months

Annual Company Bonus Scheme

Other benefits include:

Private Medical Insurance

Enhanced Pension

Hybrid Working

Buy and Sell Holiday Scheme

High Street Discounts

Electric Vehicle Scheme

Structured training from day one

All of these will depend on tenure and your performance within the role.

This is a full-time role. During training you'll work Monday to Friday, 09:00 to 17:30.

Following successful completion of training:

Monday to Friday: 09:00 to 17:30

One late shift per week (Tuesday or Thursday): 10:00 to 18:30

One Saturday per month: 09:00 to 13:00 (paid as overtime)

Hours may vary to meet business needs and additional office attendance may be required during training.