Senior 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 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.£40,000 depending on experience plus 16% bonus up to 32%, 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 Senior Vulnerable Customer Consultant to join our award winning Vulnerable Customer Team. While not directly dealing with customers, you will be working with non-customer facing colleagues across the business 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.

**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**

The Senior Consultant is responsible for anticipating and responding to the needs of potentially and actually Vulnerable Customers across our life and pensions base.

You’ll be a key part of our Centre of Excellence, working with our Vulnerable Customer Champions and colleagues to help us be market leading for our vulnerability consideration. Helping us understand and demonstrate what best practice looks like for colleagues from both internal and external sources, supporting our Thought Leadership strategy by engaging with charities, industry experts and thought leaders to both raise our profile and learn from others. Collaboration is key along with supporting our regulatory and industry responses.

This will be a very varied role where you will work with key stakeholders and partners, introducing or enhancing processes or service propositions that support Vulnerable Customers. This will mean influencing others to adopt the Vulnerable Customer agenda and commit resources to delivering it. You will also be an ambassador and role model internally for all the great work we do to support vulnerability.

What are we looking for?

Supporting the team in responding to industry publications and our regulatory requirements, PR or Media knowledge and skills are key. You’ll be working with teams across our business including Sustainability, Social Affairs, Marketing and our Distribution Channels as well as externally with charities.

Essential
- PR/Media knowledge & skills
- Experience of managing projects or delivering
- Strong planning skills
- Managing multiple stakeholders
- Good commercial understanding
- Confident speaker and good communicator

**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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