Job Description
Job Summary
To lead the development and implementation of strategies, policies, and practices that ensure vulnerable customers are identified, supported, and treated fairly across all touchpoints. The role will champion inclusive service delivery, drive continuous improvement, and ensure compliance with regulatory expectations and best practice standards across both Home Finance and Savings.
Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
Key responsibilities
* Develop and lead the vulnerable customer strategy aligned with corporate values and regulatory requirements.
* Ensure policies and procedures reflect the needs of vulnerable customers and comply with relevant legislation and guidance, whilst also monitoring regulatory developments and industry trends to keep the organisation ahead of emerging requirements.
* Conduct thorough reviews of all newly identified customer vulnerabilities and support needs, ensuring the accuracy of recorded requirements and the timely completion of all vulnerability assessments.
* Collaborate with various teams across the bank to ensure accessibility and empathy in customer interactions.
* Develop and deliver training programs to build staff capability in identifying and supporting vulnerable customers to promote a culture of empathy, inclusion, and accountability across the organisation.
* Establish KPIs and reporting frameworks to measure the effectiveness of vulnerability initiatives.
* Provide regular updates to senior leadership and governance bodies.
* Chair the Vulnerable Customer Forum, developing a comprehensive reporting pack and structured meeting platform to enable clear visibility, meaningful discussion, and informed
Skills required
* Proven experience in a customer-focused role with a strong understanding of vulnerability issues.
* Knowledge of relevant regulatory frameworks and best practice guidance.
* Excellent stakeholder management and influencing skills.
* Strong analytical and problem-solving abilities.
* Experience in policy development, training, and change management.
About us
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.
Additional Details
We offer highly attractive reward package; the typical benefits include:
* 25 days holiday entitlement increasing with service
* Pension plan
* Private medical insurance
* Dental cover
* Income protection
* Life assurance
* Employee referral bonus
Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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