Vulnerable Customer Team Manager

People's Partnership; Crawley; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Generous pension up to 14%

Real living wage

Income protection & critical illness

Employee healthcare

Parental and adoption leave

Learning & development opportunities

Travel season ticket loans

Volunteering days & charity payroll

Onsite gym

Social clubs and events

Job summary

People's Partnership in the not-for-profit sector is seeking a Vulnerable Customer Team Manager to lead the team delivering compassionate support to customers facing complex circumstances. You will embed regulatory requirements, drive improvements and coach staff to ensure fair treatment and safeguarding of customer wellbeing. Hybrid working arrangements apply.

Qualifications

• Proven experience leading vulnerable customer teams in a regulated environment.
• Ability to analyse management information (MI) and translate into improvements.
• Strong governance and regulatory awareness to ensure compliant service.

Responsibilities

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

Skills

Leadership

Regulatory knowledge

MI analysis

Stakeholder management

Coaching

Job description

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing:

The Vulnerable Customer Team Manager leads the Vulnerable Customer team to deliver high-quality, compassionate support to customers experiencing complex or sensitive circumstances. The role is accountable for ensuring a consistent, compliant and customer-focused service that delivers positive outcomes while safeguarding customer wellbeing.

The Team Manager provides leadership, oversight and coaching to ensure customers receive fair treatment, appropriate support and clear, accessible communication throughout their journey. They are responsible for embedding regulatory requirements and vulnerability best practice, while driving continuous improvement, colleague development and operational excellence.

The role also champions Customer Duty principles, ensuring services are delivered in a fair, transparent and responsive way that meets the needs of vulnerable customers and supports good customer outcomes.

• Provide day-to-day leadership, coaching and operational oversight across the Vulnerable Customer Team
• Act as the operational escalation point for complex and sensitive customer cases, providing sound judgement and providing clear, timely guidance to support fair and consistent outcomes.
• Deliver consistent operational performance in line with priorities, service standards, and regulatory expectations
• Develop team capability through coaching and feedback, building strong technical knowledge and confidence in supporting vulnerable customers to achieve good outcomes
• Promote a culture of accountability, integrity, and operational excellence, where individuals take ownership for customer outcomes and performance

What we’re looking for:

• Proven experience leading and developing specialist vulnerable customer teams in a regulated environment
• Strong understanding of regulatory requirements (incl. TPR), risk management, and governance standards
• Ability to analyse MI and translate insights into actionable improvements
• Sound judgement in managing complex escalations and balancing risk, customer, and business impact
• Experience coaching and building technical capability, quality awareness, and problem-solving skills
• Strong communication and stakeholder management skills across Operations, Risk, and Compliance
• Ability to manage operational delivery, including prioritisation, workflow, and governance routines

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high-speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.