Customer Vulnerability Manager in Cardiff

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.

Main Duties

• 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 roll 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.

Essential Key Skills, Qualifications and Experience

• 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 in running and facilitating workshops and meetings with staff of all levels, as well as various external 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.

Desirable

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

Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We're committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service. Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave. We're proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years. We're fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics. Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.