Welfare & Affordability Lead

Bristow and Sutor Group; Redditch; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

20 days base holiday

Contributory Company pension scheme

4x salary life assurance

Training and career development

Employee Assistance Programme

Hastee benefits

Perks at work discount scheme

Job summary

Bristow & Sutor Group is seeking a Welfare & Affordability Officer in Redditch to drive customer welfare and safeguarding initiatives. You will lead interventions for vulnerable customers and collaborate with teams to ensure consistent support across the customer journey.

The role emphasizes coaching, policy review, and proactive improvements in customer care, affordability, and safeguarding, with a strong focus on empathy and equity across outcomes.

Qualifications

• Experience in coaching and supporting colleagues to manage vulnerable customer interactions sensitively and effectively.
• Detail-oriented approach to continuous improvement, proactive attitude to identifying and tackling areas for development.
• Strong communication and negotiation skills, able to identify and promote compromise to groups with contrasting priorities.
• Compassionate approach to customers, clients, colleagues, and external stakeholders, demonstrating the strength to both set boundaries and empathise.

Responsibilities

• Drive an outcomes-focused approach to Customer Welfare across operational teams, ensuring equity of outcomes for all customers through data-driven interventions to identify and address areas for improvement in the customer journey.
• Review implementation and training of customer-facing policies and procedures, including customer care, affordability, vulnerability, and safeguarding, to ensure continual improvement of colleague understanding and behaviour.
• Provide real time and post call coaching to colleagues, ensuring vulnerable customers received appropriate, empathetic and tailored support in line with company policies and safeguarding procedures.
• Manage Welfare inbox to ensure all cases handled within SLA.
• Complete reports to demonstrate impact of Welfare and Safeguarding teams, referrals and signposting, interactions with debt advice providers etc.
• Oversee the Welfare and Safeguarding functions, including recruitment, training, wellbeing support, monitoring performance and impact.

Skills

Coaching

Vulnerable customers

Communication

Negotiation

Empathy

Job description

Bristow & Sutor Group is seeking a Welfare & Affordability Officer in Redditch to drive customer welfare and safeguarding initiatives. You will lead interventions for vulnerable customers and collaborate with teams to ensure consistent support across the customer journey.

The role emphasizes coaching, policy review, and proactive improvements in customer care, affordability, and safeguarding, with a strong focus on empathy and equity across outcomes.