Hardship & Vulnerability Advisor

We're looking for a highly empathetic, customer focused professional to join Avanti's Customer Care & Resolution team as a Hardship & Vulnerability Advisor. You'll support customers facing some of life's most challenging circumstances, from serious illness and family hardship through to financial distress and unexpected life events.

This is a role where emotional intelligence matters just as much as commercial judgement. You'll need to listen, understand, and guide customers through difficult situations while making balanced decisions that work for both the customer and the business.

The role

As a Hardship & Vulnerability Advisor, you'll work directly with customers experiencing financial difficulty or vulnerability, helping them find practical and sustainable solutions during challenging periods in their lives.

This is not a traditional collections role. Success comes from your ability to build trust, have meaningful conversations, understand individual circumstances, and work with customers to achieve fair outcomes.

One day you may be supporting someone dealing with a serious health diagnosis. The next, you could be helping a customer navigate a relationship breakdown, loss of income, or another significant life event. Every situation is different, requiring empathy, sound judgement, and the ability to balance customer needs with responsible business outcomes.

You'll be joining a supportive team with experienced leadership and strong mentoring, giving you the tools and support needed to succeed.

What you'll do

• Support customers experiencing hardship, vulnerability, illness, trauma, or financial difficulty* Conduct affordability and hardship assessments to understand each customer's circumstances
• Develop practical and sustainable support arrangements tailored to individual situations
• Have sensitive conversations with empathy, professionalism, and respect
• Identify vulnerability indicators and respond appropriately
• Clearly explain options, obligations, and next steps to customers
• Make balanced decisions that consider both customer outcomes and business requirements
• Maintain accurate records and documentation
• Work collaboratively with internal teams to achieve positive customer outcomes

What we're looking for

We're looking for someone who genuinely cares about helping people and can remain calm, professional, and objective during difficult conversations.

Ideally, you'll bring:

• Experience within hardship and vulnerability, financial assistance, or customer support environments
• Alternatively, strong senior collections, recoveries, or customer resolutions experience
• Exceptional listening and communication skills
• High levels of emotional intelligence and empathy
• The ability to navigate challenging and emotionally charged conversations
• Strong judgement and decision making skills
• A customer focused mindset with an understanding of commercial realities
• Resilience, professionalism, and attention to detail

Most importantly, you'll be someone who can see both sides of a situation. You'll be able to advocate for customers when they need support while also understanding the responsibilities and objectives of the business.