Hybrid Lead, Vulnerable Customer Team – Care & Compliance

People's Partnership; Crawley; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Generous pension

Real living wage

Income protection

Critical illness cover

Death in service insurance

Employee healthcare

Parental and adoption leave

Learning & development

Study support

Travel season ticket loans

Deli Café at Crawley offices

Volunteering days

Charity payroll giving

Onsite gym

Ride-to-Work scheme

Social clubs and events

Job summary

People's Partnership, a not-for-profit organisation based in Crawley, is seeking a Vulnerable Customer Team Manager to lead the Vulnerable Customer team in delivering compassionate support to customers in complex circumstances, while ensuring a compliant, customer-focused service.

You will coach colleagues, embed regulatory requirements and vulnerability best practice, drive continuous improvement, and champion Customer Duty to ensure fair, transparent, and accessible outcomes for vulnerable

Qualifications

• Experience leading vulnerable customer teams in regulated environments.
• Strong understanding of regulatory requirements and governance standards.
• Ability to analyse MI and translate insights into improvements.
• Sound judgement in managing complex escalations while balancing risk and customer impact.
• Experience coaching and building capability in vulnerability support.
• Strong communication with Operations, Risk and Compliance.

Responsibilities

• Provide day-to-day leadership, coaching and operational oversight across the Vulnerable Customer Team.
• Act as the escalation point for complex and sensitive customer cases with sound judgement and timely guidance.
• Deliver consistent operational performance in line with priorities, service standards and regulatory expectations.
• Develop team capability through coaching and feedback, building knowledge and confidence in supporting vulnerable customers.
• Promote accountability, integrity and operational excellence in delivering fair customer outcomes.

Skills

Regulated environment leadership

Regulatory requirements

Stakeholder management

MI analysis

Job description

People's Partnership, a not-for-profit organisation based in Crawley, is seeking a Vulnerable Customer Team Manager to lead the Vulnerable Customer team in delivering compassionate support to customers in complex circumstances, while ensuring a compliant, customer-focused service.

You will coach colleagues, embed regulatory requirements and vulnerability best practice, drive continuous improvement, and champion Customer Duty to ensure fair, transparent, and accessible outcomes for vulnerable