Vulnerable Customer Manager
$53,900–$53,900 year
On-siteStaines, England, United Kingdom
Job Summary
Develop and embed the UK Insurance Vulnerable Customer Policy while ensuring adherence to all related regulatory requirements. Lead a cross-functional forum of Vulnerable Customer Champions to drive visibility and adoption, and review training materials to improve adherence across the Academy, eLearn, and outsourcers. Analyze data points from QA and voice analytics to evidence policy compliance, actively seeking new metrics to strengthen performance visibility. Identify and drive improvements in accurate vulnerability recognition and recording, while periodically reviewing services such as braille and transcriptions for fit for purpose. Present formally to the Senior Leadership Team and Vulnerable Customer Committee as required. Full-time role with a 10% management scheme bonus.
Required Qualifications
- An understanding of the rules, regulations and principles relating to vulnerable customer
- A track record of leading successful improvements in customer experience
- A track record of developing and deploying business change or the introduction of new products or services
- Proven ability to build effective working relationships across teams
- A strong understanding of the relevant regulatory environment
Desired Qualifications
- Confident working with senior stakeholders
- Ability to present formally to the Senior Leadership Team, the Vulnerable Customer Committee and Exco
- A passion for delivery of excellent service to internal and external customers
- A strong team player with the ability to lead and influence teams, often without the structural authority
- Energy, passion, and resilience
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