Vulnerable Customer Consultant

6 months ago


Edinburgh, United Kingdom Phoenix Group Full time

**Job Type**:Permanent

**Location**:Hybrid. This role would be based in our Edinburgh office with time spent working in the office (2 days a week) and at home.

**Flexible working**:All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.

**Salary and benefits**:c.£38,000 depending on experience plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

**Recruiter**:Katie Mack

We have an incredible opportunity to join us here at Phoenix Group as a Vulnerable Customer Outcomes Consultant to join our award winning Vulnerable Customer Centre of Excellence.

**Who are we?**

We want to be the best place that any of our 6,800 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

**The role**

This role is all about ensuring vulnerable customers get good outcomes. While not directly dealing with customers, you will be working with customer and non-customer facing colleagues. You will be thinking about customers with difficulty in understanding financial information, dealing with life changing events or financial difficulty, and those with physical and mental health challenges. All of which can affect someone’s ability to engage, interact or make decisions. This is a multi-faceted role where your work will help shape our products, journeys, services, and communications. It’s also a rewarding role where you can make a real difference to people’s lives.

Key Responsibilities
- Putting customers’ needs first and going that step further to think beyond what can typically be done to improve the customer experience and outcome.
- Using analytical skills to look at a range of outputs from data, research and behavioural reports to support the embedding of vulnerability considerations in customer outcomes testing activities across the Group.
- The role includes risk management, and you will contribute to the implementation of an effective risk management approach for vulnerable customers within the Group.
- A key part of this role is to embed our Vulnerable Customer Principles and Standards across the Group. You will contribute to the design, development and implementation of services and initiatives to ensure these standards are applied and vulnerable customers get good outcomes.
- You will build new relationships across the Group and make effective use of the diverse skills and knowledge available to support any work in which you are involved.
- The role is varied, and sometimes fast paced. You will be sharing your ideas and being open to change and adapting to business needs as they arise.

**What are we looking for?**

Essential
- Good analytical skills to monitor and report on the performance of the services we offer.
- Risk awareness, with an ability to actively identify and assess risks.
- Ability to express thoughts, ideas, and recommendations well.
- A willingness to learn and to seek out opportunities to achieve objectives.

Desirable
- Experience of risk management within a financial service organisation.
- Previous involvement in supporting cross functional and virtual teams to drive improvement, integration, and consistency of services.
- An ability to take colleagues and stakeholders on the journey with you so they understand the 'why' as well as the 'what'

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix

LI-KM1 #LI-HYBRID



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