Vulnerable Customer Manager
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| Job Type | Permanent Full Time |
| Location | Wimbledon |
| Area | Greater London, UK |
| Sector | Customer Service Financial Services |
| Salary | £38000 |
| Start Date | ASAP |
| Advertiser | Lloyd Recruitment |
| Job Ref | LO109441 |
- Description
- Lloyd Recruitment Services are delighted to be recruiting for a newly created position within one of our leading clients, an extremely well established and highly professional FTSE250 financial services organisation, who seek a Vulnerable Customer Manager to run a team of vulnerable customer specialists, and to co-ordinate the work of Vulnerable customers across the Operations function and ensure your team are the best of the best.
** To £38,000 ** OFFICE BASED IN WIMBLEDON ** NO EVENING/WEEKEND WORK ** PENSION ** LIFE ASSURANCE ** PRIVATE MEDICAL INSURANCE ** 25 DAYS HOLIDAY ** INTEREST FREE SEASON TICKET TRAVEL LOAN ** SUBSIDISED GYM MEMBERSHIP ** CYCLE TO WORK SCHEME ** FANTASTIC LONG TERM CAREER OPPORTUNITIES WITHIN THIS FTSE250 ORGANISATION **
The successful candidate will provide independent objective assurance to each team within Operations as well as their own team of specialists, ensuring that each interaction is met with a positive outcome for the customer in line with the Vulnerable Customer Policy, Framework and Procedures.
You will also provide support and guidance to your team of specialists and to colleagues across Operations ensuring compliance with our Vulnerable Customer Policy and Framework.
The Vulnerable Customer Manager will support the strategy for operations, develop and maintain vulnerable customer processes and knowledge throughout their team, act as a SME for the whole of operations and be responsible for the end to end vulnerable customer journey. You will provide direction and support to the future of the vulnerable customer team to ensure we drive forward our goals surrounding vulnerable customers.
Key Responsibilities
Responsible for the Vulnerable Customer Policy within Operations and ensure external changes are applied and implemented into Operations effectively
Review the ongoing Vulnerable Customers across Operations and ensure all customers are being dealt with in line with the Vulnerable Customer Policy.
Complete outcome testing on conduct risk activities to demonstrate that the right outcomes have been achieved for the customer.
Provide assurance to the appropriate committees that our Vulnerable Policy is being adhered to and preventing any undue pressure or further detriment.
Identify trends and gaps in policies procedures, strategies, and system
Escalation of Risks to the Operations manager
Deliver and maintain effective management information that meets the operational needs of the key stakeholders.
Engage proactively with business stakeholders to influence timely and effective remedial action in response to compliance monitoring activity.
Review external & Internal assurance, audit reports and implement creative actions.
People
Recruit, train and employ high calibre employees within budget, headcount levels and temporary resource requirements
Coach, mentor, and develop staff consistently with the culture of treating Customers fairly, including overseeing new employee onboarding and providing career development planning and opportunities
Provide oversight and direction to employees in accordance with the firm's policies, procedures, standards and SLAs
Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development
Ensure that an effective performance review is operated in line with department guidelines, including setting objectives, personal development planning and performance standards with all direct reports
Working with the Operations manager and HR Business Partner, develop a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance
Manage all departmental HR issues including monitoring absenteeism, and managing any capability and disciplinary issues
Skills & Experience Required
It is essential that applicants have a detailed knowledge of the FCA guidance on Vulnerable Customers and how this could impact our business and operational departments
An understanding of financial service regulations i.e., Vulnerable Customers, Safeguarding, Treating Customers Fairly (TCF)
Passionate about protecting Vulnerable Customers
Proven experience in all forms of communication within a contact centre environment
Experience of leading and managing teams, with proven team building and leadership capabilities
Client Centric - always puts the customer at the heart of everything we do
Strong Leadership and change management skills
Ability to identify training needs and bridge gaps through effective coaching
Ability to interpret data.
Effectively prioritise and execute tasks in a high-pressure environment.
Strong planning and delivery management
Excellent written and oral communication skills.
Excellent interpersonal skills.
Self-motivated
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions
