About us
Lightning Reach is the only platform that helps people quickly access grants, support with bills and benefits through a single, simple platform - laying the foundations for lasting financial stability.
Our technology provides the infrastructure organisations rely on to deliver support faster, reduce admin and increase impact at scale. Since launch, more than 300,000 people have unlocked over £25 million in financial support, with over 100,000 people accessing help each year.
About the Role
Join us on a 6 month FTC to help launch and deliver a new financial support service that makes a real difference
This is a hands-on delivery role, focused on accuracy, organisation and execution. You'll be responsible for ensuring applications are processed efficiently, users receive timely support and cases progress smoothly from start to finish.
Responsibilities
Case management & service delivery: Review applications and supporting documentation, identify discrepancies or missing information, and ensure cases progress efficiently through the process.
User communication & support: Contact users via phone and email to gather information, resolve issues, answer questions and provide support throughout the application journey.
Payment administration: Support the accurate and timely distribution of financial support, ensuring all required checks and processes are completed.
Operational excellence: Maintain high standards of accuracy, organisation and documentation across all aspects of service delivery.
Requirements
Highly organised and detail-oriented, with the ability to manage multiple priorities while maintaining a high degree of accuracy.
Experience in casework, customer operations, service delivery, administration or another process-driven role where accuracy and communication are key.
Comfortable reviewing documentation, identifying inconsistencies and following processes carefully.
A strong executor who takes ownership of tasks and follows through to completion.
Confident in communicating with users by phone and email, with a professional and empathetic approach.
Able to work independently in a remote environment and proactively manage your workload.
Comfortable operating in a fast-moving environment where processes are evolving and new challenges arise regularly.
Able to handle sensitive conversations with care and professionalism, recognising vulnerability and responding appropriately to safeguarding concerns.
Nice to have
Experience supporting people to access grants, benefits, debt advice, money advice or other forms of financial support, for example through Citizens Advice, money/debt advice services, local authorities, housing associations or similar organisations.
Knowledge of the United Kingdom benefits system, or experience working with benefits-related enquiries, applications or casework.
Experience working remotely and managing your own workload.
Experience in a startup, scale-up or tech-for-good environment.
Lived experience: Applicants with personal experience of financial hardship, or who have received support from charitable organisations, are strongly encouraged to apply.
Diversity: We believe that diversity brings strength and fosters innovation, and are seeking candidates from a range of backgrounds, including gender identity, race, ethnicity, nationality, religion, sexuality and disability.