Job title: Vulnerability Lead

Closing date: 30 November 2025

Key responsibilities

• Strategy & Leadership
  • Develop and lead the vulnerable customer strategy aligned with corporate values and regulatory requirements.
  • Act as the subject matter expert on vulnerability, advising senior leaders and stakeholders.
  • Lead cross-functional initiatives to embed vulnerability awareness and inclusive practices.
• Policy & Compliance
  • Ensure policies and procedures reflect the needs of vulnerable customers and comply with relevant legislation and guidance.
  • Monitor regulatory developments and industry trends to keep the organisation ahead of emerging requirements.
• Customer Experience
  • Conduct thorough reviews of all newly identified customer vulnerabilities and support needs, ensuring the accuracy of recorded requirements and the timely completion of all vulnerability assessments.
  • Collaborate with customer service, digital, and operational teams to ensure accessibility and empathy in customer interactions.
  • Use customer feedback and data insights to improve service delivery.
• Training & Awareness
  • Develop and deliver training programs to build staff capability in identifying and supporting vulnerable customers.
  • Promote a culture of empathy, inclusion, and accountability across the organisation.
• Stakeholder Engagement
  • Build relationships with external partners, charities, and advocacy groups to enhance support offerings.
  • Represent the organisation in industry forums and working groups on vulnerability.
• Monitoring & Reporting
  • Establish KPIs and reporting frameworks to measure the effectiveness of vulnerability initiatives.
  • Provide regular updates to senior leadership and governance bodies.
  • Chair the Vulnerable Customer Forum, developing a comprehensive reporting pack and structured meeting platform to enable clear visibility, meaningful discussion, and informed

Skills required

• Proven experience in a customer-focused role with a strong understanding of vulnerability issues.
• Knowledge of relevant regulatory frameworks and best practice guidance.
• Excellent stakeholder management and influencing skills.
• Strong analytical and problem-solving abilities.
• Experience in policy development, training, and change management.
• Empathy, resilience, and a commitment to inclusive service delivery.
• GCSE English and Mathematics (or equivalent).

Beneficial skills and qualifications

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About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Birmingham Wilmslow. We offer personal and corporate savings products and finance for UK residential property, in addition to sourcing and advising on UK real estate investments.

Additional Details:

We offer a highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Group dental insurance
• Income protection
• Life assurance
• Employee referral bonus

We are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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