Vulnerable Customer Team Trainer

at  LifeSearch

KNOWLEDGE, SKILLS AND EXPERIENCE

• An innovator, happy to try new, properly evaluated ideas
• Experience in delivery of training around identifying and caring for vulnerable customers
• Experience of developing and delivering vulnerable customer policies
• Experience of establishing and monitoring vulnerable customer processes
• Experience of training and coaching essential and R05 achieved or working towards
• Experience of using analytics and data to inform decisions
• First class coaching and delivery skills, confident and competent in delivering training across a variety of methods both face to face and over Teams.
• A clear and collaborative communicator, confident in making decisions with experience of giving clear constructive feedback.
• Skilled in creating engaging resources and content and thinking of creative ways to deliver learning to suit a varied audience, including online content.
• Must be flexible to travel to our various offices

ROLE PURPOSE

To develop, lead and inspire our people through the design and delivery of all new and existing training programmes relating to vulnerable customers, to drive improvements across our vulnerable customer policy and processes, to build all employees’ knowledge & skills around vulnerable customers, ensuring our quality is industry leading so we can protect families in the best possible way.

RESPONSIBILITIES

Do what?
To what?
With what outcome?
Power our culture and values at all times
Colleagues, customers, partners -everyone
Our values are powered by every action you take so our culture is as strong as it possibly can be
Deliver against the consumer duty
Colleagues, customers, partners -everyone
To deliver on all Consumer Duty obligations (to act in good faith, to avoid causing foreseeable harm and to enable and support retail customers to pursue their financial objectives). Ensure that every action you take supports the delivery of the best customer outcomes
Working collaboratively across the business to deliver and constantly evolve development and training on vulnerable customers
Across LifeSearch
To ensure all our people receive regular and
effective training on vulnerable customer regulation, policy, processes and products and that this is reinforced through regular coaching and development.
To provide advice, coaching, training, and counsel on vulnerable customer care, ensuring the customers interests are held at the heart of all decisions.
This should be delivered through a variety of methods e.g., face to face, online/Teams delivery, designing resources, eLearning, videos, creating courses, coaching – whatever suits the needs of the Searcher best.
To make sure that our leaders up to Chief level are well equipped in leading our people in this area.
Monitoring, inspection and analytics
Calls and interactions
Inspect what we expect through monitoring, inspection and analytics. Use all data available to see how we are performing against our policy and processes and whether vulnerable customer experiences are of the standard we are aiming for
Driving innovation and improvement
Across our learning and processes
Using new tech to be creative and forward thinking with how we deliver training.
Understanding the tech and how it can benefit individuals/teams.
Contribute to the design and execution of online training ensuring we maximise what’s on offer.
Thinking creatively to maximise the value of our current offering and current systems too.
Review policies and processes
Across our key documents, with the compliance team and other stakeholders
Take ownership of our vulnerable customer policies and processes, including care levels, reviewing their effectiveness and crucially how we are delivering against them. Work with compliance, advice leadership and Head of Expert Advice to ensure policy and processes are reviewed and followed.
Product governance process
Sponsoring the process to support Head of Expert Advice
Where our special risk insurers launch new products, benefits etc. act as Advice sponsor to support the Head of Expert to bring these through the governance process, making sure they provide the best customer outcome.
Team coaching and inductions
Special Risk team
To clearly highlight and address learning needs for individuals and at team level, ensuring the best outcomes for customers. Coach on how to support, understanding the customer journey and how best to advise with the products we offer, the best way to communicate to our vulnerable customers to ensure we are adhering to Consumer duty
Be the subject matter expert
Regulation, Key Initiatives and Strategy
You’ll be part of key initiatives, supporting the Head of People & Talent Development and Advice L&D Leader to build and execute as and when required.
Support in developing Vulnerable Customer care strategy that supports overall business goals and values
Proactively looking for areas we can improve process and the way we do things in the team
Keep up to date with regulatory developments and FCA guidance on Vulnerable Customers
Data analysis
Spot trend and training needs
Be able to look at performance data, both qualitative and quantitative and proactively spot training needs to make recommendations
Thinking outside the box as to where trends might come from
Leverage our tech to be able to do so, making use of analytics in TalkDesk
Upskill L&D Team
Coaches
Develop and upskill the rest of the L&D team across vulnerable customer identification, care, policy and processes.
External influence
Insurers and the industry
Work with fellow external facing employees to influence insurers and the rest of the industry towards providing better outcomes for more vulnerable customers, e.g. through improving accessibility in their customer journey