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Customer Welfare Manager
Salary: £35,000 - £40,000 per annum DOE

Hours: Monday- Friday 9am – 5pm
Location: Redditch (with travel required) Hybrid role

Are you passionate about making a difference in the lives of vulnerable customers? Do you have experience in building meaningful relationships and driving positive social change? Our client is looking for a Customer Welfare Manager to champion vulnerability across their operations and ensure customers receive the best possible outcomes, regardless of their circumstances.

Role Purpose:

As the Customer Welfare Manager, you will lead the effort to enhance customer welfare across multiple debt recovery streams. You will collaborate with internal and external stakeholders to strengthen the support network for customers and help drive key initiatives focused on fairness, social value, and customer service.

Key Responsibilities as a Customer Welfare Manager:

Develop and manage relationships with debt advice providers and other third-party organisations to build a robust support network for customers.
Oversee the Welfare and Safeguarding teams, providing training, support, and ensuring policies and procedures are followed.
Represent the company at events, seminars, and networking opportunities related to vulnerability and fairness in the enforcement sector.
Conduct research and share insights to enhance operational practices and ensure we are at the forefront of the industry.
Design innovative, cost-effective solutions to help win bids and deliver added value for clients.
Collaborate with the bid team to ensure tender responses meet best practice for vulnerability, customer service, and social value.
Support the ongoing implementation and continuous improvement of customer welfare projects, including aligning with FCA Consumer Duty.
Assist in delivering the company’s Environmental, Social & Governance (ESG) strategy, contributing to data collection and reporting. 

Key Competencies as a Customer Welfare Manager:

Strong passion for social responsibility and customer welfare.
Assertiveness to represent the customer voice in decision-making.
Ability to build and manage relationships with diverse stakeholders.
Eagerness to stay informed on industry developments and best practices.
Self-motivated with the ability to work independently.
Attention to detail and commitment to exceeding compliance standards.
Excellent written and verbal communication skills, with the ability to tailor messages to different audiences. 

     Benefits as a Customer Welfare Manager:

Competitive salary (£35,000 - £40,000 per year)
Company pension plan
Life assurance
28 days annual leave (including bank holidays)
On-site car park 

If you’re ready to make a real impact on social responsibility and customer welfare, we’d love to hear from you. Apply now and help lead the way in customer care and social value