Welfare & Affordability Officer
Salary: £30,000 - £32,000 per annum
Location: Redditch, West Midlands – Office Based
About Bristow & Sutor
With 50 years’ experience in Enforcement, at Bristow & Sutor we continue to develop and grow our business, working with many household names across a wide range of industries to support our clients and customers in Debt Resolution.
About the role
We're looking for a passionate and customer-focused Welfare & Affordability Officer to help drive positive outcomes for customers experiencing vulnerability, financial hardship, or challenging life circumstances.
This is an exciting opportunity to play a key role in shaping and promoting customer welfare, affordability and safeguarding practices, ensuring our customers receive the right support at the right time.
What You’ll Be Doing
Key responsibilities include:
- 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. Advocate for the needs of our customers and colleagues to maintain a strong customer support focus.
- Work with operational teams across the group, including contact centres, enforcement agents, learning & development, and customer service to design and deliver impactful interventions for customers and colleagues.
- Manage relationships with Debt Advice Providers and other customer-representative stakeholders to raise awareness of the support we can and do provide and maximise the support our customers can receive from them.
- Contribute to renewal and extension of Inclusive Service Kitemark certification across all business units.
- Support implementation of and compliance with existing and incoming industry standards including ECB, FCA, SRA, BPA, IPC etc.
- Administer Welfare Forum with the Group Social Responsibility & Customer Welfare Manager to seek and disseminate insights from customer-facing functions across the business.
- Work within the wider Welfare Officer team to ensure welfare coverage across holidays/absences.
What We're Looking For
We're looking for someone who genuinely cares about supporting people and has the confidence to influence positive change.
You’ll ideally have:
- Knowledge and understanding of the forces of marginalisation in the financial industry.
- Experience in coaching and supporting colleagues to manage vulnerable customer interactions sensitively and effectively.
- Passion and drive to advocate for change in the name of improved customer and colleague welfare.
- 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.
- Experience working collaboratively with a range of stakeholders, both internal and external.
- A passion for improving customer and colleague wellbeing.
We offer an excellent total reward package
- £30,000-£32,000basic salary
- 20 days base holiday
- Contributory Company pension scheme
- 4x salary life assurance
- Training and career development as you grow
- Employee Assistance Programme
- Hastee benefits
- Perks at work discount scheme
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Welfare and Affordability Officer in Redditch employer: Bristow & Sutor
Credit Style, part of the Bristow & Sutor Group, is an excellent employer located just north of Sheffield City Centre, offering a supportive work culture that values diversity and integrity. With a competitive salary, monthly bonuses, and opportunities for career progression and further qualifications, employees can thrive in their roles while enjoying benefits like on-site parking, life assurance, and a hybrid working model after probation. Join a team where your contributions are recognised and rewarded, making a meaningful impact in debt recovery.
