At a Glance
- Tasks: Manage sensitive customer cases with empathy and deliver tailored outcomes.
- Company: Join a leading financial services provider focused on customer care.
- Benefits: Competitive salary, bonuses, flexible benefits, and wellbeing resources.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference in vulnerable customers' lives while developing your skills.
- Qualifications: Experience in customer support, especially in regulated environments, is essential.
The predicted salary is between 30000 - 40000 £ per year.
Tasks
Job Title: Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)
In this role, you will manage sensitive and vulnerable customer cases end-to-end, delivering fair and tailored outcomes while ensuring compliance with regulatory requirements.
The role exists to protect customers from detriment, ensure fair, tailored outcomes, and support MBFS' obligations under FCA Vulnerable Customer guidance, Consumer Duty, DISP, and FOS expectations.
- Main Accountabilities
- Vulnerable Customer & Sensitive Case Management
- Manage a portfolio of sensitive and vulnerable customer cases end-to-end; including but not limited to Bereavement, Terminal & Critical Illness, Long-Term Hospitalisation and Domestic Abuse.
- Engage with customers using empathetic communication, both verbally and in writing.
- Deliver fair, consistent, and customer centric outcomes aligned to FCA Vulnerable Customer and Consumer Duty guidance.
- Ensure all case handling meets applicable regulatory obligations, including FCA Principles, Consumer Duty, and GDPR expectations.
- Cross Functional Support
- Proactively and fluidly move resource cross functionally to support business and departmental objectives (KPIs), whilst remaining in tolerance with individual objectives (OPIs), including but not limited to:
- Inbound customer phone calls
- Emails/Webforms/MMF Queries/Live Chat
- Insight, Governance & Continuous Improvement
- Identify trends, root causes, and learning themes across complaints, sensitive processes and vulnerable customer cases and provide insight and recommendations to improve customer outcomes.
- Contribute to the review and improvement of sensitive and vulnerable customer processes, controls, and governance.
- Stakeholder Engagement & Collaboration
- Work collaboratively with internal teams, including but not limited to, Customer Operations, Collections, Recoveries, Compliance.
- Act as a subject matter contact for vulnerability and sensitive case handling within Customer Operations.
About you
Essential
- Experience handling customer interactions, ideally within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar), with a basic understanding of FCA Vulnerable Customer Guidance and Consumer Duty obligations.
- Demonstrate ability to communicate with empathy, clarity, and professionalism in emotionally challenging situations.
- High level of emotional intelligence, resilience, and personal accountability.
- Excellent written communication skills with strong attention to tone, accuracy, and detail.
- Strong organisational skills with the ability to manage complex casework to agreed timescales.
Desirable
- Experience handling sensitive, complex, or vulnerable customer cases within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar).
- Strong understanding of FCA Vulnerable Customer Guidance, Consumer Duty, and complaint/sensitive case handling obligations.
- Experience supporting customers experiencing mental health challenges, bereavement, or safeguarding concerns.
- Familiarity with complaint or case management systems and data driven insight reporting.
- Experience contributing to Consumer Duty outcomes monitoring or vulnerability frameworks.
What’s in it for you?
- Competitive salary and discretionary bonus structure.
- Access to colleague car schemes.
- Participation in pension scheme.
- Flexible benefit pot for personalized benefits.
- Wellbeing resources, including Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates, and flexible work-life balance options.
- Training and knowledge development opportunities.
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Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist) in Milton Keynes employer: Daimler AG
As a Sensitive Processes & Vulnerable Customer Specialist at MBFS, you will be part of a compassionate team dedicated to delivering fair and tailored outcomes for vulnerable customers. Our supportive work culture prioritises employee wellbeing and professional growth, offering access to training opportunities and resources like Mental Health First Aiders. Located in a dynamic environment, we provide competitive salaries, flexible benefits, and a commitment to compliance and customer care, making MBFS an excellent employer for those seeking meaningful and rewarding work.
