Vulnerability Specialist

Wesleyan Group; Birmingham; On-site; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Flexible hybrid working

Company pension scheme

Free underground parking

Salary sacrifice schemes

Enhanced family leave

Volunteer days

Job summary

Wesleyan in Birmingham is seeking a Vulnerability Specialist to embed the Extra Support (Vulnerable Customer) Strategy across the business.

In this hands-on role you’ll translate consumer duty expectations into practical actions, work with Operations, Risk and Customer teams, and help improve outcomes for vulnerable customers.

Qualifications

• Experience supporting vulnerable customers within a regulated environment.
• Strong understanding of vulnerable customer requirements and Consumer Duty expectations.
• Experience in Operations, Customer Experience, Change, Risk or Compliance roles within a regulated environment.
• Proven ability to support policy, framework or business change initiatives.
• Strong stakeholder management and communication skills with the ability to influence across the business.

Responsibilities

• Embed Wesleyan’s Vulnerability (Extra Support) Strategy across the business and help teams deliver consistent support for vulnerable customers.
• Collaborate with Operations, Risk, Compliance, Product and Customer teams to improve journeys and outcomes.
• Support vulnerability improvement initiatives and maturity framework activities to drive positive change.
• Leverage customer insight, complaints and MI to identify themes, risks and opportunities for better outcomes.
• Act as a vulnerability subject matter expert, providing guidance and practical support on Consumer Duty expectations.

Skills

Vulnerability

Consumer Duty

Regulated environment

Stakeholder management

Analytical thinking

Job description

Vulnerability Specialist

Location: Hybrid working (office based in Birmingham) – typically 2 days in the office per week

Shape Brighter Futures with Wesleyan

Established in 1841, Wesleyan help trusted professionals—GPs, hospital doctors, dentists, and teachers—secure their financial future. Today, we’re proud to continue that mission with passion and purpose. If you’re looking for a role where your expertise makes a real impact, and you want to work in a culture that values collaboration, innovation, and integrity, we’d love to hear from you.

Make a Difference in Customer Outcomes

At Wesleyan, delivering good customer outcomes is at the heart of everything we do. Our Customer Outcomes team plays a key role in ensuring vulnerable customers receive the support they need and are treated fairly, consistently, and in line with Consumer Duty expectations.
As a Vulnerability Specialist, you’ll help embed Wesleyan’s Extra Support (Vulnerable Customer) Strategy across the business, supporting teams to understand and apply vulnerability principles in their day-to-day activities. This is a hands-on role focused on improving outcomes for vulnerable customers by turning policy into practical action and helping drive positive change across the organisation.

Your Impact

• Support the embedding of Wesleyan’s Vulnerability (Extra Support) Strategy across the business, helping teams deliver consistent support for vulnerable customers.
• Work with stakeholders across Operations, Risk, Compliance, Product and Customer teams to improve customer journeys, processes and customer outcomes.
• Support the delivery of vulnerability improvement initiatives and maturity framework activities, helping drive positive behavioural and operational change.
• Use customer insight, feedback, complaints and management information to identify themes, risks and opportunities to improve outcomes for vulnerable customers.
• Act as a vulnerability subject matter expert, providing guidance, training and practical support to help colleagues understand and apply Consumer Duty expectations.

What You’ll Bring

• You’re passionate about improving customer outcomes and have experience supporting vulnerable customers within a regulated environment.
• Experience within Financial Services, with a strong understanding of vulnerable customer requirements and Consumer Duty expectations.
• Experience working in Operations, Customer Experience, Change, Risk or Compliance roles within a regulated environment.
• Proven ability to support the implementation of policies, frameworks, customer outcome initiatives or business change activities.
• Strong stakeholder management and communication skills, with the ability to influence and support colleagues across different areas of the business.
• A proactive and analytical approach, with the ability to identify themes, solve problems and translate regulatory expectations into practical customer outcomes.

Benefits That Work for You

We believe rewards should reflect the life you live. Here’s what you can expect:

• Annual bonus to recognise your contribution.
• 28 days holiday (plus a culture day!) – rising to 30 days with service.
• Flexible hybrid working for better work-life balance.
• Company pension scheme – matched plus 2% (up to 10%).
• Free secure underground Birmingham city centre parking (subject to availability, weekend use included).
• Salary sacrifice schemes that help you provide the things that matter – to include PMI, Electric Vehicle Leasing and cashback on everyday essentials.
• Enhanced family leave and two volunteering days to give back to causes you care about.
• Discover the full range of benefits: Wesleyan Careers Rewards

Why Wesleyan?

We’re building a culture where everyone belongs. Diversity isn’t just a policy—it’s part of who we are. Whatever your background, we want you to feel valued and empowered to thrive. We’re proud supporters of the ABI Making Flexible Work campaign, which means we’re open to discussing flexible working, job shares, and part-time options.
If you need reasonable adjustments during the recruitment process, just let us know—we’re here to support you.

What to Know Before Applying

• Right to Work: We’re unable to provide VISA sponsorship, so you’ll need the legal right to live and work in the UK.
• Regulatory Requirements: As a financial services organisation, we adopt the highest standards. This role is subject to regulatory checks, including criminal record and credit checks, and ongoing assessments under the SMCR Framework.

Diversifying Our Workforce

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