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Vulnerable Customers Lead

Hastings Group, Leicester

Vulnerable Customers Lead

Salary not available. View on company website.

Hastings Group, Leicester

  • Full time
  • Permanent
  • Remote working

Posted 5 days ago, 15 Dec | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: 0e05d4c24ad84994974292882c762b18

Full Job Description

  • Leading the working group of representatives across the business, to ensure that all change plans to support customers in vulnerable circumstances are aligned, risks and dependencies are managed and that learnings are shared
  • Creating a network of vulnerable customer champions across the business to ensure that colleagues have subject matter experts to support with more complex cases, that best practice is shared and any risks/improvement areas are quickly identified and acted on
  • Producing assessments and reporting for senior leaders, ensuring that appropriate MI and oversight is in place to evidence that all customer groups experience good outcomes
  • Conducting regular reviews and assessments of internal practices, regulatory updates and individual cases, presenting findings and gaining commitment for appropriate actions to address any concerns
  • Ensuring that methods of recording and sharing details of customer needs continues to be effect - delivering any improvements needed to the identification, recorded and monitoring of the operational delivery of support
  • Working with business areas to develop and review content to support customers in vulnerable circumstances, including learning materials, colleague guidance, processes, digital content and customer communications

    A good understanding of Consumer Duty requirements and the FCA's expectations for the treatment of customers in vulnerable circumstances
  • Strong project management skills with a good understanding of customer journeys and what good customer outcomes look like, and the risk of harm that may occur if customers aren't supported appropriately
  • Excellent communication skills, with the ability to engage, encourage and influence stakeholders at all levels (written and verbally)

    We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.
    • We provide insurance for over three million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

    Salary - Attractive salary based on experience (pay reviews also completed each year) Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home. Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance. Physical Wellbeing - We like to help our colleagues take a proactive approach in keeping themselves well, that's why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan. Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support. Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs There's more! - 25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart

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