Welfare and Affordability Officer

About the role

Bristow & Sutor, an enforcement business with 50 years' experience in debt resolution, is looking for a full-time, office-based Welfare and Affordability Officer in Redditch. The role acts as a central point of expertise for welfare, vulnerability and safeguarding matters, working with operational teams to coach colleagues and ensure customers receive the right support. Salary is £30,000 to £32,000 per year.

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 for customers and colleagues.
• Manage relationships with debt advice providers and other stakeholders, and contribute to the Inclusive Service Kitemark certification.
• Support compliance with industry standards such as ECB, FCA, SRA, BPA and IPC, and administer the Welfare Forum.

Required profile

• Ideal candidates show knowledge of the forces of marginalisation in the financial industry.
• Experience coaching colleagues on handling vulnerable customers sensitively.
• Detail-oriented, proactive and compassionate, with strong communication and negotiation skills.
• Experience working with a range of internal and external stakeholders.

What we offer

• Basic salary of £30,000 to £32,000.
• 20 days of holiday and a contributory company pension scheme.
• Life assurance, training and career development, and an Employee Assistance Programme.
• Hastee benefits and a perks-at-work discount scheme.