Customer Welfare & Affordability Advocate

Bristow & Sutor; Redditch; Hybrid; GBP 30,000 - 32,000; Full time

Benefits offered by this job

20 days holiday

Pension scheme

Life assurance (4x salary)

Training and career development

Employee Assistance Programme

Hastee benefits

Perks at work

Job summary

Bristow & Sutor is seeking a Welfare & Affordability Officer in Redditch to drive customer welfare and safeguarding practices. You will support vulnerable customers, coach colleagues, and collaborate across teams to ensure empathetic, data-driven interventions in line with company policies.

The role offers a comprehensive benefits package and career development opportunities, with an office-based position in the West Midlands.

Qualifications

• Knowledge and understanding of marginalisation in the financial industry.
• Experience coaching and supporting colleagues to manage vulnerable customer interactions sensitively.
• Passion to advocate for change in improved welfare.
• Detail-oriented approach to continuous improvement.
• Strong communication and negotiation skills to manage conflicting priorities.
• Compassionate approach to customers, colleagues and stakeholders.
• Experience collaborating with internal and external stakeholders.
• A passion for improving customer and colleague wellbeing.

Responsibilities

• Drive an outcomes-focused approach to Customer Welfare across teams, ensuring equity through data-driven interventions.
• Review implementation and training of customer-facing policies including care, affordability, vulnerability, safeguarding.
• Provide real time and post-call coaching to colleagues for vulnerable customers.
• Manage Welfare inbox and ensure cases meet SLA.
• Complete reports to demonstrate impact of Welfare and Safeguarding activities.
• Oversee Welfare and Safeguarding functions including recruitment, training, wellbeing and performance monitoring.
• Collaborate with contact centres, enforcement agents, L&D, and customer service to design interventions.
• Manage relationships with Debt Advice Providers and other stakeholders to maximise support.
• Contribute to renewal of Inclusive Service Kitemark across units.
• Support compliance with ECB, FCA, SRA, BPA, IPC standards.
• Administer Welfare Forum to share insights across the business.
• Ensure welfare coverage across holidays/absences.

Skills

Customer welfare

Vulnerability support

Coaching colleagues

Stakeholder engagement

Data-driven decision making

Communication skills

Empathy

Problem solving

Job description

Bristow & Sutor is seeking a Welfare & Affordability Officer in Redditch to drive customer welfare and safeguarding practices. You will support vulnerable customers, coach colleagues, and collaborate across teams to ensure empathetic, data-driven interventions in line with company policies.

The role offers a comprehensive benefits package and career development opportunities, with an office-based position in the West Midlands.