Vulnerable Customer Manager

Vulnerable Customer Manager 

The Vulnerable Customer manager will report into the Vulnerable Customer senior manager.

This role will support the team and business stakeholders. Key responsibilities will include overseeing the Vulnerable Customer Framework across all areas of Admiral Group (EUI)

This role will play a vital part in ensuring Admiral are delivering the best experience they can for customers in vulnerable circumstances by highlighting and reviewing areas of improvement aligned to the FCA guidance. This will involve working closely with a wide range of stakeholders both internally and externally and ensuring product design is carefully considered to support customer who may come to harm.

The role will work autonomously and engage with all areas of the business. Given the nature of work, the role will always require a high level of professionalism and confidentiality.

Main Duties

• Support the service delivery to customers who are Vulnerable and those who are more susceptible to harm across EUI line with regulatory and our service obligations.
• Support in the delivery of regulatory change in line with items such as the Vulnerable Customer Roadmap.
• Utilise QA results to drive performance with the aim of achieving good outcomes for our customers.
• Support the Regulatory change team with day-to-day activities.
• Aid key stakeholders with their responsibilities in delivering and embedding the vulnerable customer framework into their departments.
• Asist with regulatory demands such as information requests, reviewing of updated guidance across all regulatory topics-this list is not exhaustive.
• Attend appropriate Working Groups/Committees as necessary to provide updates, consistency, and assurance around vulnerable customer risks.
• Act as SME for Consumer duty inclusive of the Vulnerable Customer approach when called upon for support across EUI departments.
• If needed, manage team members which includes all the components of people management.
• Stay up to date with regulatory guidance and apply this across tasks taken.

Skills and experience we are looking for

• Operational experience is essential.
• Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals across various businesses, key support functions, and decision makers across the business.
• Confident running workshops and meetings to staff of all levels and external stakeholders.
• Receptive to feedback, adaptable and willing to learn.
• The ability to work under pressure, to deadlines and to prioritise a varied workload.
• Self-assured – be able to confidently challenge.
• The ability to work as a team member as well as being able to work under own initiative.
• Ability and passion towards self-development.

Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

#LI-HH1