Group Welfare and Affordability Officer

About the role

Bristow & Sutor, an enforcement business with 50 years' experience in debt resolution, is looking for a Group Welfare & Affordability Officer based in Redditch, working from the office. The role acts as a central point of expertise for welfare, vulnerability and safeguarding across the group, working with operational teams to coach colleagues and ensure compliance with industry standards.

Key responsibilities

• Drive an outcomes-focused approach to customer welfare using data-driven interventions to improve the customer journey
• Review implementation and training of customer-facing policies on customer care, affordability, vulnerability and safeguarding
• Provide real-time and post-call coaching so vulnerable customers receive appropriate, empathetic support
• Manage the Welfare inbox so all cases are handled within SLA
• Complete reports on the impact of welfare and safeguarding teams, referrals, signposting and interactions with debt advice providers
• Oversee welfare and safeguarding functions, including recruitment, training, wellbeing support and performance monitoring
• Work with contact centres, enforcement agents, learning and development and customer service to design interventions
• Manage relationships with debt advice providers and other stakeholders
• Support the Inclusive Service Kitemark certification and compliance with industry standards such as ECB, FCA, SRA, BPA and IPC
• Administer the Welfare Forum and cover welfare during holidays and absences

Required profile

• Ideal candidate understands the forces of marginalisation in the financial industry
• Experience coaching colleagues on handling vulnerable customers
• Detail-oriented, proactive and compassionate, able to set boundaries while empathising
• Strong communication and negotiation skills, able to find compromise between conflicting priorities
• Experience working with internal and external stakeholders

What we offer

• Salary of £30,000 to £32,000 per year
• 20 days holiday and contributory company pension
• Life assurance, training and career development, employee assistance programme
• Hastee benefits and a perks-at-work discount scheme