Customer Vulnerability Manager

This is a hybrid role with a requirement to attend our Cardiff office on a weekly basis

The Customer Vulnerability Manager will report into the Customer Vulnerability Senior Manager.

This role will sit within the central team and will support the Motor product. Key responsibilities will include supporting the implementation of the Customer Vulnerability Framework across EUI, specifically within our Motor product.

This role will play a vital part in ensuring Admiral is delivering good outcomes for customers in vulnerable circumstances by highlighting and reviewing areas of improvement aligned to the FCA’s rules and guidance. This will involve working closely with a wide range of stakeholders both internally and externally and ensuring all aspects of our business consider the needs of customers impacted by vulnerability.

The role will work autonomously and engage with all areas of the business. Given the nature of work, the role will always require a high level of professionalism and confidentiality.

• Provide support and challenge to the business, ensuring key stakeholders (mainly within the Motor product areas) understand the requirements of the FCA’s rules and guidance as well as Admiral Customer Vulnerability Framework.
• Support the business/motor product to embed the Customer Vulnerability Framework
• Delivery of improvements to the support we provide to our customers in line with the team’s strategic plans.
• Utilise data/reporting, including complaints RCA and quality assurance results to identify areas for improvement – either at a product or company level with the aim to improve outcomes for all customers,
• Support the business to develop treatment plans for customer vulnerability that are specific to the product areas and ensure these remain effective and up to date.
• Assist with regulatory demands such as information requests, and/or the review of any updated guidance and external publications in relation to customer vulnerability.
• Develop best practice in collaboration with external bodies for supporting customers with specific needs and support the role out across the business.
• Attend appropriate Working Groups/Committees as necessary to provide challenge in relation to proposed business and product changes, and/or updates in relation to key activity being carried out within the Customer Vulnerability Team
• If needed, manage team members which includes all the components of people management.
• Stay up to date with regulatory requirements and guidance and apply this across tasks taken.
• Support with the development/reviews when required of the fair value process is robust for those in vulnerable circumstances.
• Work closely with the Motor product area and line 1 business partners to ensure all product design/pricing decisions take into account customers vulnerabilities and in accordance with POG.
• Working closely with the Head of Customer Understanding/Product areas to ensure customer communication and journeys meet the needs of customers impacted by vulnerability.
• Actively review customer journeys/individual cases to consider how these can be improved for customers with specific vulnerabilities.

• Excellent interpersonal skills with the ability to successfully engage and influence a broad range of individuals across various businesses, key support functions, and decision makers across the business.
• Confidence inrunning and facilitating workshops and meetings with staff of all levels, as well as variousexternal stakeholders
• Excellent understanding of FCA requirements and guidance.
• Previous experience of working within Vulnerability within Financial Services
• The ability to work well under pressure, to deadlines and to prioritise a varied workload.
• Self-assured, and able to confidently push back and challenge leaders of all levels when necessary
• The ability to work under own initiative as well as collaboratively in a team.
• Microsoft efficiency

• Receptive to feedback, as well asadaptable and eager to learn
• Passionate towards self-development and growth within role and the wider business

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