Job role: Vulnerable Consumer Support Specialist
Salary: £45,000 – £50,000 + 10% performance bonus
Working location: Hybrid - 2 days a week in our Milton Keynes
Employment type: Full time, Permanent
Closing Date: Thursday 11th September
Job summary:
We’re looking for a passionate and proactive Vulnerable Consumer Support Specialist to be the voice and advocate for our vulnerable consumers. You’ll play a key role in delivering and evolving our vulnerable consumer strategy, ensuring every colleague has the skills and confidence to recognise and respond to customers with characteristics of vulnerability. Working with teams across NHBC, you’ll help embed fair treatment into our culture, monitor outcomes, and drive continuous improvement, making sure no consumer is left at a disadvantage.
What you’ll be doing:
- Championing the needs of vulnerable consumers across the business
- Supporting the delivery of NHBC’s vulnerable consumer strategy in line with FCA Consumer Duty
- Providing expert guidance on complex or sensitive cases involving vulnerability
- Coaching and supporting colleagues to meet diverse consumer needs
- Designing and delivering training, resources and toolkits to build capability
- Working with internal teams to monitor trends, risks and improvement opportunities
- Collaborating with external organisations to share best practice and signpost support
What we’re looking for:
- Proven experience in a customer outcomes, complaints, risk or customer experience role (ideally in financial services)
- Strong knowledge of FCA Consumer Duty and the challenges vulnerable customers face
- Ability to challenge current practices and drive positive change
- Excellent stakeholder management and communication skills
- Analytical mindset with the ability to present findings clearly and simply
- Self-motivated, organised and comfortable working independently
What we offer
Our benefits package includes:
- 27 days annual leave + bank holidays
- holiday purchase scheme
- enhanced pension scheme (up to 10.5%)
- life assurance
- subsidised private medical insurance
- employee discounts platform
- two days volunteer leave
- enhanced maternity, paternity, adoption leave and pay for all new parents
+ many more!
Who we are
At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.
Why you should join us
As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.
Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.
We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.
Our inclusive culture
We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.
#li-hybrid
Work for the UK’s leading independent provider of warranty and insurance for new-built homes.
We have a range of job opportunities across the UK, including field and home-based roles within corporate, business operations and field tech. We welcome experienced professionals and those new to the world of work such as trainees, and with our flexible working approach we are open to helping you find a role that works for you.
Benefits and rewards
NHBC colleagues have access to a wide range of additional benefits and we ensure our packages are attractive to current and potential employees.
Diversity and inclusion
Our Diversity Equity and Inclusion (DE&I) strategy is focused on providing a shared direction and commitment for the organisation to respect and value our diverse workforce and continue to build a more inclusive workplace. We aim to attract and retain a workforce that represents the communities in which we work.
Express your interest
If you're interested in working at NHBC but haven't found the role for you within our list of current vacancies, please feel free to upload your CV. We will contact you if a suitable position becomes available and will keep your CV on file for up to 18 months. We also recommend checking our careers web page regularly, as new opportunities are posted frequently.
National House-Building Council and its subsidiaries (NHBC) engage with preferred recruiters or agencies on a formal basis. NHBC is unable to accept applications from recruiters or agencies who do not have signed terms of business with NHBC. If unsolicited applications or CVs are received from recruiters or agencies with or without such an agreement, NHBC will neither consider nor agree to any payment to that party.