Vulnerable Customer Advocate

2 months ago


Midlothian, United Kingdom Nutmeg Saving and Investment Limited Full time

As a Vulnerable Customer Consultant/Specialist at Nutmeg Saving and Investment Limited, you will play a pivotal role in championing the needs of our most vulnerable customers. Your primary objective will be to provide exceptional support and guidance, ensuring that our customers receive the best possible outcomes.

Key Responsibilities

  • Act as the primary point of escalation for complex vulnerable customer cases, working collaboratively with internal stakeholders to deliver a seamless and supportive customer experience.
  • Manage and review Vulnerable Customer data, providing insightful feedback, trend analysis, and recommendations for process improvements.
  • Contribute to the development and implementation of training solutions to equip staff with the necessary skills and tools to effectively support vulnerable customers.
  • Collaborate with internal stakeholders to design, develop, and implement services and initiatives that prioritize the needs of vulnerable customers while ensuring compliance with relevant regulations.
  • Develop and maintain a deep understanding of vulnerability to support business growth and excellence.

Required Qualifications, Capabilities, and Skills

  • UK banking/investments experience
  • Exceptional understanding of the FCA's vulnerable customer guidance
  • Strong communication and interpersonal skills
  • Passion for delivering exceptional customer experiences and complex case management
  • Empathetic and creative problem-solving skills

Preferred Qualifications, Capabilities, and Skills

  • Data analysis and interpretation experience/skills

This role may require working non-traditional hours and/or additional hours as business needs arise. Work schedule may be subject to change.



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