Customer Vulnerability Senior Manager
Are you passionate about making a difference for customers in vulnerable circumstances? As a Customer Vulnerability Senior Manager, you will play a crucial role in shaping and delivering our approach to supporting customers facing a range of challenges, including financial difficulty, health issues, bereavement, and other life events. You will lead the development and implementation of strategies, policies, and frameworks to ensure customers receive fair, sensitive, and tailored support across all touchpoints.
In this role, you will manage and inspire a team dedicated to customer vulnerability, working collaboratively with internal stakeholders and external partners to drive continuous improvement and best practice. Your responsibilities will include analysing emerging risks, monitoring regulatory developments, and ensuring compliance with all relevant obligations. You will oversee the design and delivery of training, resources, and guidance for colleagues, empowering them to recognise and respond to customer needs effectively. Additionally, you will handle complex cases, provide expert advice, and contribute to the ongoing evolution of our customer journey, ensuring inclusivity and accessibility for all.
The ideal candidate will have significant experience in customer service, risk management, or a related field, with a strong understanding of vulnerability issues and regulatory expectations. You will be an empathetic leader with excellent communication and stakeholder management skills, capable of influencing at all levels. Analytical thinking, problem-solving abilities, and a proactive approach to change are essential. If you are committed to championing the needs of vulnerable customers and driving positive change, we encourage you to apply for this impactful and rewarding position.
Customer Vulnerability Senior Manager
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