Customer Vulnerability Senior Manager
Are you passionate about making a real difference for customers who may be experiencing vulnerability? We are seeking a Customer Vulnerability Senior Manager to lead initiatives and strategies that support customers in challenging circumstances. In this pivotal role, you will be responsible for developing and embedding policies that address customer vulnerability, ensuring that the organisation delivers fair, compliant, and empathetic outcomes across all touchpoints. You will work cross-functionally with key stakeholders to identify areas for improvement, champion best practice, and oversee the implementation of tailored support solutions for customers in need.
Key responsibilities include designing and delivering training programmes for frontline teams, analysing customer data to identify trends and gaps, and ensuring adherence to relevant regulatory requirements. You will also be responsible for managing relationships with third parties, such as charities and advocacy groups, to enhance support offerings. The role requires you to provide guidance on complex cases, ensuring that the organisation maintains a consistent and sensitive approach to customers facing financial, health, or other personal difficulties.
To succeed in this role, you should have substantial experience in customer vulnerability, customer service management, or a related regulatory environment. Exceptional communication and leadership skills are essential, along with the ability to influence at all levels and drive cultural change. A strong understanding of relevant legislation and regulatory frameworks is required, as is a track record of successfully managing projects and initiatives aimed at improving customer outcomes. If you are committed to fostering an inclusive and supportive environment for vulnerable customers, we would love to hear from you.
Customer Vulnerability Senior Manager
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