Life Events Advisor - Supporting Vulnerable Customers Through Bereavement, Third Party Access & Critical Life Transitions

Join arenaflex and Make a Real Difference
At arenaflex, we're on a mission to make money work for everyone. We're waving goodbye to the complicated and confusing ways of traditional banking, and we're looking for compassionate individuals who share our vision to help us deliver exceptional support to customers going through some of life's most challenging moments.

After starting as a prepaid card, our product offering has grown tremendously over the last decade in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, free kids accounts, and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest, and combine their pensions with us. With our distinctive coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, we have a long history of creating magical moments for our customers!

We're not about selling products – we want to solve problems and change lives through arenaflex. If you're passionate about customer wellbeing and want to be part of a team that truly cares about people during their most vulnerable moments, we want to hear from you.

About Our Vulnerability, Inclusion, Accessibility & Bereavement Team
We're looking for people with strong vulnerable customer experience to join our amazing 'Life Events' team. This team plays a critical role in supporting third parties and next of kin, handling the bereavements of arenaflex customers, and supporting those looking to set up formal or informal third-party access. We are seeking a person with previous experience in bereavement processes in financial services, with excellent communication skills to support people going through grief, and an ability to work with people of all levels and backgrounds.

This can often be an emotionally challenging role, and you will need to show flexibility, resilience, and empathy in order to meet the needs of our customers. If you're someone who thrives in a supportive environment and finds meaning in helping others during difficult times, this could be the perfect role for you.

What You'll Do
As a Life Events Advisor at arenaflex, you'll play a key role in supporting our customers through some of life's most difficult moments. Your responsibilities will include:


Direct Communication with Customers and Families: You'll communicate directly with next of kin and third parties following the disclosure of a bereavement, disclosure of a terminal illness, via email, chat, and telephone calls. You'll be the compassionate voice that guides families through difficult processes.
Case Management: Manage bereavements and third-party access cases from start to finish. You'll take ownership by supporting our customers with formal and informal third-party access such as Power of Attorney, ensuring all legal requirements are met while providing empathetic support.
Support for Customers in Custody: Support our customers who are currently in custody or incarcerated, helping them manage their finances during challenging circumstances.
Internal Collaboration: Deal with internal escalations and work closely with other domains in customer operations to ensure seamless support for our customers.
Continuous Improvement: Communicate with the leadership team to share opportunities, identify risks and concerns, and provide feedback that aims to proactively improve the support we offer to our customers.
Performance Excellence: Meet targets while receiving and providing continuous feedback. You'll be committed to personal growth and helping your team members succeed.


What We're Looking For
We'd love to hear from you if you have:


Bereavement Support Experience: Previous experience supporting customers dealing with grief is essential. Bereavement or major/significant life events experience in a financial services environment is a must-have for this role.
Vulnerable Customer Expertise: You should be able to demonstrate a strong track record of working with vulnerable customers or possess a robust understanding of bereavement support within the financial sector. This includes understanding the unique challenges faced by customers experiencing grief, illness, or other life disruptions.
Probate Knowledge: Experience in managing probate-related disclosures and enquiries is required. You should understand the legal frameworks surrounding estate administration and be comfortable navigating these processes with sensitivity.
Excellent Communication Skills: You're an excellent communicator on the telephone and in writing. The ability to take and make calls is an essential requirement for this role, as much of your work will involve sensitive phone conversations with customers and their families.
Emotional Resilience: You must be able to handle emotionally challenging situations with grace, maintaining professionalism while showing genuine empathy and compassion.
Flexibility and Adaptability: The ability to adapt to changing circumstances and handle unexpected situations is crucial in this role.


Skills and Competencies Required
To succeed in this role, you'll need:

Strong emotional intelligence and the ability to empathise with customers experiencing grief or hardship
Excellent verbal and written communication skills
Ability to work independently and as part of a team
Strong organisational skills and attention to detail
Ability to handle sensitive information with discretion and professionalism
Good problem-solving skills and the ability to find solutions for customers
Understanding of financial services regulations related to bereavement and third-party access
Proficiency in using multiple communication channels (phone, email, chat)


Career Growth and Learning Opportunities
At arenaflex, we believe in investing in our people. As a Life Events Advisor, you'll have access to:

£1,000 Learning Budget Each Year: Use this on books, training courses, and conferences to continue developing your skills and knowledge.
Career Development Paths: Grow within the organisation with clear progression opportunities in customer operations, team leadership, or specialist roles.
Comprehensive Training: Receive 10 weeks of intensive training (Monday to Friday 09:00-17:30) to set you up for success in this role.
Continuous Feedback: Regular one-on-ones and team meetings to support your growth and address any concerns.


Work Environment and Culture
At arenaflex, we foster a culture of inclusivity, support, and continuous improvement. Here's what you can expect:

Remote Work: This role is fully remote in the UK. You'll be permanently based in the UK and work from the comfort of your home.
Flexible Scheduling: Work shifts Monday to Friday between 8am – 8pm, including bank holidays (37.5 hours per week).
Supportive Team Environment: Join a team that truly cares about each other and the customers we serve. We believe in supporting one another through challenges and celebrating successes together.
Inclusive Culture: We're committed to diversity and inclusion. At arenaflex, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us.


Compensation and Benefits
We value our team members and offer competitive compensation and benefits:

Salary: £28,050 – £34,000 per year
Birthday Leave: We guarantee to approve time off on your birthday if it falls on a day you're scheduled to work and it's outside of your training period.
Home Office Setup: We'll set you up to work from home. All employees are given Macbooks, and for fully remote workers, we provide extra support for your work-from-home setup.
Learning & Development: £1,000 learning budget each year to use on books, training courses, and conferences.
And Much More: Additional benefits to support your wellbeing and professional growth.


Application Process
Our application journey has three key steps:

Application Question Review: Complete our initial application questions to help us understand your experience and motivation.
Recruiter Call: A 30-minute call with our recruiter to learn more about you and answer any questions.
Role-Specific Interview: A one-hour interview with two of our Team Managers to discuss your experience and suitability for the role.

Our average process takes around two weeks, but we will always work around your availability.

Logistics

Location: Fully remote in the UK (You must be permanently based in the UK for this role)
Start Date: Monday 10th November 2025
Training Period: 10 weeks of training (Monday to Friday 09:00-17:30). Please note that holidays and appointments are not allowed during the first 5 weeks of training.
Working Hours: Monday to Friday between 8am – 8pm, including bank holidays (37.5 hours)


Equal Opportunities for Everyone
Diversity and inclusion are a priority for us at arenaflex, and we're making sure we have lots of support for all of our people to grow. We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at the application stage.

Join Us
If you're passionate about supporting vulnerable customers during some of life's most difficult moments, we want to hear from you. Apply now and join a team that's making a real difference in people's lives every day. At arenaflex, you'll not just have a job – you'll have a purpose.