Vulnerable Customer Trainer

Vulnerable Customer TrainerSalary: £49,600 starting basic salary + excellent company benefits!Location: Leeds, Milton Keynes, or LondonRole Purpose:We are looking for a passionate Vulnerable Customer Trainer to join our team! In this role, you will be responsible for developing, leading, and inspiring our people through the design and delivery of training programmes focused on vulnerable customers. Your aim will be to drive improvements in our policies and processes to ensure we protect families in the best possible way. You will empower employees with the skills and knowledge needed to provide industry-leading care for vulnerable customers.Key Responsibilities:Promote our culture and values: Ensure that colleagues, customers, and partners embody our values through every action, helping to strengthen our culture across the business.Deliver against Consumer Duty: Fulfil the obligations under the Consumer Duty, ensuring that actions taken support the best outcomes for customers.Collaborate and deliver training: Work across the business to create and continuously improve training programmes on vulnerable customer care, delivered through various methods (e.g. face-to-face, online, eLearning).Monitor performance: Use data analytics to review calls and interactions, ensuring we meet vulnerable customer policy standards.Drive innovation: Explore new technologies to enhance the delivery of training and improve learning processes.Review and manage policies: Take ownership of vulnerable customer policies, ensuring they are regularly reviewed and adhered to by the team.Coach and mentor: Provide coaching and training to support teams in understanding vulnerable customer needs, ensuring leaders are equipped to guide their teams effectively in this area.Analyse data: Identify trends and training needs using both qualitative and quantitative performance data.Influence external stakeholders: Collaborate with external partners, including insurers, to improve accessibility and outcomes for vulnerable customers.Upskill the L&D team: Develop and mentor the Learning and Development (L&D) team in the identification, care, policies, and processes for vulnerable customers.Knowledge, Skills, and Experience:• An innovative thinker, eager to trial new, well-evaluated ideas.• Proven experience in delivering training around vulnerable customer care.• The ability to develop and implement vulnerable customer policies and processes.• Strong coaching and communication skills, confident in delivering feedback.• Experience using analytics to inform decisions and spot trends.• Proficient in creating engaging and creative learning content for a diverse audience.• Flexible and willing to travel to various office locations (Leeds, Milton Keynes, London).• R05 certification (or working towards) is highly desirable.Rewards:• Hybrid role with 3 office days per week (Leeds, Milton Keynes, or London).• Starting salary of £49,600 (rising to £51,800 in March 2025).• Potential 9% bonus based on performance.• Aegon pension scheme (5% contribution).• Benefits including life insurance, private medical, dental plans, gym membership, electric car lease scheme, and more.• Informal office environment with regular social events.• We are a Menopause Friendly and Disability Confident employer.This is the start of something new. Do you want to be part of it? Apply today!