Vulnerability Lead

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. Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. The Curve Group is a Recruitment Services and Human Resources business with a mission to transform the working lives of the people and organisations we work with. We collect and process your personal data for the purpose of providing recruitment and related HR services, in line with our legitimate business interests and legal obligations. We will retain your data for two years from the last point of contact, after which it will be securely deleted unless you request otherwise. For more details about how we handle your personal data and your rights, please see our full Privacy Policy: