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Role Purpose
The Group Social Responsibility and Customer Welfare Manager will champion vulnerability for the Group, working with internal and external stakeholders across all debt streams to ensure our customers can achieve good outcomes regardless of their circumstances.
Reporting to the Group Head of Public Policy & Communications, this role will manage internal and external networks to strengthen the safety net we offer our customers. Additionally, they will support the creation and delivery of our Social and Added Value offers to our clients, and participate in the delivery of our Environmental, Social & Governance strategy.
Key Accountabilities and Main Responsibilities
• Develop and manage the relationships the Group holds with external support providers including debt advice providers and other third-party organisations, building a robust and diverse network of support for our customers.
• Oversee and support the Welfare and Safeguarding teams, recruiting members from across the group, providing pastoral support, identifying training needs, and ensuring policy and procedure are working effectively.
• Attend, network and present at seminars, and events that revolve around fairness and vulnerability in the enforcement industry to demonstrate our mission to change the face of debt resolution.
• Research and read all relevant industry materials to increase knowledge and share this with Operational teams to ensure we develop further best practice.
• Research and design Social and Added Value solutions that win bids, are cost effective, and can be easily replicated across our client base.
• Work with the Bid Team to ensure that our tender responses consistently meet best practice and attract the highest scores for vulnerability, customer service and social value responses.
• Liaise with clients, support Client Solutions Managers and other Operational teams with the delivery of Social and Added Value projects.
• Manage the ongoing implementation and continuous improvement of projects relating to customer welfare, including our approach to the FCA Consumer Duty.
• Work with the Group Head of Public Policy & Communications to deliver our Environmental, Social & Governance strategy, including supporting with quantitative and qualitative data collation, contributing to the annual report, and identifying opportunities to improve our ESG outcomes.
• Maintain our compliance and continuous improvement in line with relevant ISO standards including IS14001 and the Inclusive Service Kitemark.
Technical Competencies
• Demonstrable passion for social responsibility and customer welfare.
• Assertiveness to represent the customer voice in decision-making conversations.
• Confidence to develop, maintain, and manage relationships with internal and external stakeholders.
• Interest in ongoing learning and personal development, to ensure the Group remains at the forefront of understanding of vulnerability, available support, etc.
• Self-motivated and confident to work under own instruction.
• Happy to travel and spend time away from home for events, meetings etc.
• Strong attention to detail and understanding of the importance of meeting/exceeding compliance requirements.
• High standard of written and spoken English, confident to communicate via different media and to various audiences, ability to tailor messages to their intended recipients.
