Vulnerable Customer Specialist - Regulatory, Governance & Reporting in Coventry

Vulnerable Customer Specialist – Regulatory, Governance & Reporting

Coventry Building Society

Salary

Open range – discuss with recruiter to learn more.

Location

This is a hybrid role that can be based from Binley, Coventry or Balloon Street, Manchester office. Travel to both locations may be required occasionally.

Responsibilities

• Support the Senior Manager – Vulnerable Customers in the development and delivery of the Group strategy.
• Develop, maintain and deliver an effective governance and compliance framework for vulnerable customers.
• Provide enterprise‑wide focus and management information that measures performance and enables proactive view of risks and issues.
• Collaborate with the wider Vulnerable Customer team, Risk and Controls and Outcomes Testing Teams within Enterprise Shared Services to create a coordinated approach to risk management monitoring and tracking.
• Develop a vulnerable customer governance and reporting strategy aligned with regulatory and enterprise risk frameworks.
• Monitor, respond and report on key risk indicators, customer outcomes and compliance metrics.
• Escalate material breaches, support and guide risk event resolution, and develop & maintain vulnerable customer dashboards, metrics & reporting.
• Prepare reports for relevant risk and governance committees, support internal and external assurance activities, and lead root‑cause analysis to drive improvements.

Qualifications

• Significant experience in Financial Services with a strong focus on delivering good customer outcomes for vulnerable customers.
• Experience within a Risk & Control environment with Consumer Duty exposure.
• In‑depth experience of working with regulatory requirements related to vulnerable customers.
• Credibility and ability to engage, persuade and influence a wide range of stakeholders.
• Good knowledge of vulnerable customer FCA guidance and best practices and a deep commitment to fair treatment.
• Strong communicator with experience writing committee papers.
• Well‑developed analytical skills, detail‑oriented, and proactive in identifying and resolving issues.

Desirable Experience

• Knowledge of other outcome‑testing processes.
• A recognised GRC or risk qualification is preferred.

Employment type

Full‑time

Seniority Level

Not Applicable

Job Function

Finance