At a Glance
- Tasks: Lead initiatives to support vulnerable customers and ensure compliance with regulatory standards.
- Company: Join a dynamic team at Domestic & General, a trusted provider with a century of experience.
- Benefits: Enjoy hybrid work, health plans, discounts, and opportunities for personal and professional growth.
- Other info: Be part of a creative culture focused on innovation and inclusivity.
- Why this job: Make a real difference in customer outcomes while shaping the future of a transformative company.
- Qualifications: Expertise in customer vulnerability and strong communication skills are essential.
The predicted salary is between 60000 - 75000 £ per year.
- Customer Vulnerability Senior Manager
- Contract Type: Permanent Location: Hybrid - Flexible Closing Date: Wednesday 12th August
At Domestic & General, we're committed to putting customers at the heart of everything we do.
As we continue to strengthen our focus on delivering fair outcomes, we're looking for a dedicated Customer Vulnerability Senior Manager to join our Controls Office team.
This is an exciting opportunity to become the UK Market subject matter expert for customer vulnerability, helping to shape how we support customers in vulnerable circumstances and ensure compliance with evolving regulatory requirements, including FCA Consumer Duty.
You'll play a key role in influencing business decisions, improving customer outcomes and embedding vulnerability considerations throughout our customer journeys, operational processes and control environment.
About You
To be successful in this role, you will have
- Strong expertise in customer vulnerability, vulnerable customer frameworks and regulatory requirements.
- A deep understanding of FCA Consumer Duty and customer outcomes.
- Experience operating within a regulated environment.
- Knowledge of risk management principles and control frameworks.
- The ability to influence and challenge senior stakeholders effectively.
- Strong communication and stakeholder management skills.
- Experience driving change and embedding frameworks across large organisations.
- A customer-first mindset with a passion for delivering fair and inclusive outcomes.
The Role
As Customer Vulnerability Senior Manager, you'll work across a broad range of business areas, providing expert guidance, challenge and support to ensure vulnerability is considered in strategic and day-to-day decision‑making.
You'll partner with operational leaders, customer‑facing teams, risk and compliance colleagues, and senior stakeholders to enhance customer outcomes and strengthen our vulnerability framework across the UK Market.
- What you'll be doing
- Acting as the recognised subject matter expert for customer vulnerability across the UK Market.
- Embedding vulnerability considerations into customer journeys, policies, processes and operational decision‑making.
- Providing expert challenge and guidance on vulnerability‑related risks, controls and customer outcomes.
- Supporting the development and continuous improvement of vulnerability frameworks, controls and reporting.
- Ensuring compliance with FCA Consumer Duty and relevant regulatory expectations.
- Developing management information and reporting to monitor performance and identify emerging risks.
- Partnering with stakeholders across Operations, Product, Client, Underwriting, Risk and Compliance functions.
- Supporting the design and delivery of vulnerability training and awareness initiatives.
- Monitoring regulatory developments and industry best practice, ensuring these are reflected across the business.
- Identifying opportunities to improve customer experience and outcomes through insight, data and feedback.
Working for us, works for you.
Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role
- Health Cash Plan
- Instant discounts
- the new credit building tool
- Salary Finance Loans
- electric vehicle leasing
- long service awards
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
The culture at Domestic & General is creative, fast‑moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth,
Domestic & General are an equal opportunities employer, which means we treat people fairly.
We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status.
We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans.
We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers.
You’ll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose.
We’re transforming a 100‑year-old business into a tech‑driven platform with a global reach. But to do that, we’ll need a range of skills from all walks of life. Think you can help?
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Customer Vulnerability Senior Manager in Bedworth employer: PLC D&G Group Limited
Domestic & General is an exceptional employer, offering a dynamic work environment in Wimbledon where innovation meets employee well-being. With a strong focus on professional growth, employees benefit from competitive salaries, generous pension schemes, and a variety of health and wellness initiatives, including access to a 24/7 virtual GP service. The collaborative culture fosters teamwork and inclusivity, making it an ideal place for those looking to make a meaningful impact while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Vulnerability Senior Manager in Bedworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PLC D&G Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PLC D&G Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Vulnerability Senior Manager in Bedworth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PLC D&G Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at PLC D&G Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PLC D&G Group Limited!
How to prepare for a job interview at PLC D&G Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
