Vulnerable Customer Champion

• Supporting multi-client teams by capturing and assessing Member/Employer feedback to ensure we identify and meet their evolving needs.

• Being a member of the Capita Treating Customers Fairly Committee, driving agendas and sharing ideas and good practice.

• Researching and identifying areas in client complaints trends.

• Identifying and supporting vulnerable members by:

• Developing and implementing strategies to identify vulnerable pension members.

• Providing tailored support and guidance to ensure their specific needs are met.

• Acting as a point of contact for vulnerable members, offering a compassionate and understanding approach.

• Working closely with UX and CX teams to incorporate the needs and feedback of vulnerable members into service design and delivery.

• Participating in UX and CX research activities, including interviews, surveys, and usability testing, to gather insights on the experiences of vulnerable members.

• Advocating for the inclusion of accessibility and ease-of-use considerations in the design of digital and physical touchpoints

Are you passionate about making a difference? As a Vulnerable Member Customer Champion, you’ll support our team in capturing and assessing Member & Employer feedback to ensure we identify and meet their evolving needs. This part-time role is a 12-month fixed term contract.

You will join the Capita Treating Customers Fairly Committee and work on exciting multi-client contracts. You’ll lead Member & Employer engagement activities, focusing on testing potential strategies. If you have a proven track record in delivering a vulnerable customer agenda, we want to hear from you!, * Proven track record in the delivery of vulnerable customer agendas.

• Proven experience of developing and implementing strategies to identify vulnerable members.

• Demonstrable experience of working in a fast-paced, complex environment.

• Authority and confidence to effectively challenge and influence.

• Sound business acumen, good organisational awareness and strategic approach to problem solving.

• Strong interpersonal skills with the ability to build constructive and collaborative relationships to advise business leaders.

• Excellent written and presentation communication skills.

• Highly responsive, proactive and ability to see the bigger picture impact.

• Proactive and curious – obsessive in identifying opportunities and making them happen.

• Leads by example by demonstrating the Capita Purpose, Values, Behaviours and Code of Conduct.

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.

• company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com or call +44 7784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.