Vulnerable Customer Process Specialist

Type: Permanent

Date Posted: 27-Mar-23

Closing Date: 10-Apr-23

Location: Milton Keynes, Buckinghamshire, MK9 1AN

Salary: null

Vulnerable Customer Process Specialist

Join our community.
As the Vulnerable Customer Process Specialist you’ll be responsible for ensuring that FSCoE processes provide the best outcome for our most vulnerable customers. You’ll be responsible for reviewing all vulnerable customer processes to ensure they adhere to all relevant regulation, legislation and Bank Policies. You’ll be involved in any process changes that impact vulnerable customers. You’ll also review what is happening across the financial services industry to identify opportunities to further improve our treatment of vulnerable customers.

The difference you’ll make.

Reviewing Bank Policies and external regulatory guidance to set the principles for the management of vulnerable customers

Delivering changes to vulnerable customer processes.

Supporting the Operational Policy Analyst with defining the standards for the management of vulnerable customers.

Supporting change requests relating to the management of vulnerable customers

Identifying opportunities to improve vulnerable customer operational processes

What you’ll bring.

Experience in vulnerable customer management either internally or externally

Experience in defining vulnerable customer processes

You’ll require the right to work in the UK (please see details below)

It would also be nice for you to have.

Experience withing a financial services vulnerable customer team

Reviewing customer journeys to identify ‘pain points’

Experience with one or more FSCoE Collection systems

Experience in drafting communications to vulnerable customers

What else you need to know.
This is a full-time permeant position based at the Santander Milton Keynes head office.
This role is offered on a hybrid basis, which can be discussed with the recruitment team during the hiring process.

Everyday Inclusion.
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you.
As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

500 annual cash allowance to spend on our great range of benefits.

Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us

27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year

Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments

Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover

24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more

Share in Santander’s success by investing in our share plans

Support your favourite causes through charitable giving and our community partnerships

Right to work in the UK.
Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

What to do next.
If this sounds like a role you’re interested in, then please apply.
If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at or call 0870 414 9080.