Vulnerable Customer Specialist
Make sure clients in difficult circumstances get the adjustments they need, and that banks apply the protections they are supposed to.
Posted
A large share of our clients are in a bad place when they reach us, bereaved, ill, recently defrauded, or in financial difficulty. This role sets how we work with them, and challenges banks that failed to identify vulnerability when the rules required it.
It is part client-facing, part internal standard-setting, and part arguing with firms that have treated a vulnerable customer as though they were not one.
What you will do
- Review cases flagged for vulnerability and set the adjustments we will make
- Support handlers on difficult conversations and join calls where that helps
- Build the evidence that establishes vulnerability where it changes the outcome
- Train the team on recognising vulnerability and on trauma-aware practice
- Own the vulnerable customer policy and test that it is actually followed
What we are looking for
- Experience supporting vulnerable people — advice, advocacy, social care, health or welfare rights
- Understanding of the regulator's vulnerable customer guidance, or the ability to learn it quickly
- Genuine resilience, and the self-awareness to know when you need a break
- Clear written communication
Nice to have, not required
- Financial services experience
- Mental health first aid or equivalent training
- Experience influencing policy inside an organisation
What we offer
- Funded clinical supervision for anyone in a client-facing role
- Hybrid working, two days a week in Glasgow
- Private medical cover and a 6% matched pension
- Twenty-eight days holiday plus bank holidays
- Additional wellbeing days that do not come out of your annual leave
Apply
A CV and a few sentences about why this role interests you is enough. We do not require a formal cover letter, and we will not ask you to re-key your CV into a form.
Application received.
A member of the team will review it and come back to you within five working days, including if the answer is no.