Vulnerable Consumer Support Specialist

Job role: Vulnerable Consumer Support Specialist

Salary: £45,000 – £50,000 + 10% performance bonus

Working location: Hybrid - 2 days a week in our Milton Keynes

Employment type: Full time, Permanent

Closing Date: Thursday 11^th September

Job summary:

We’re looking for a passionate and proactive Vulnerable Consumer Support Specialist to be the voice and advocate for our vulnerable consumers. You’ll play a key role in delivering and evolving our vulnerable consumer strategy, ensuring every colleague has the skills and confidence to recognise and respond to customers with characteristics of vulnerability. Working with teams across NHBC, you’ll help embed fair treatment into our culture, monitor outcomes, and drive continuous improvement, making sure no consumer is left at a disadvantage.

What you’ll be doing:

• Championing the needs of vulnerable consumers across the business
• Supporting the delivery of NHBC’s vulnerable consumer strategy in line with FCA Consumer Duty
• Providing expert guidance on complex or sensitive cases involving vulnerability
• Coaching and supporting colleagues to meet diverse consumer needs
• Designing and delivering training, resources and toolkits to build capability
• Working with internal teams to monitor trends, risks and improvement opportunities
• Collaborating with external organisations to share best practice and signpost support

What we’re looking for:

• Proven experience in a customer outcomes, complaints, risk or customer experience role (ideally in financial services)
• Strong knowledge of FCA Consumer Duty and the challenges vulnerable customers face
• Ability to challenge current practices and drive positive change
• Excellent stakeholder management and communication skills
• Analytical mindset with the ability to present findings clearly and simply
• Self-motivated, organised and comfortable working independently

What we offer

Our benefits package includes:

• 27 days annual leave + bank holidays
• holiday purchase scheme
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• two days volunteer leave
• enhanced maternity, paternity, adoption leave and pay for all new parents

+ many more!

Who we are

At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.

Why you should join us

As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.

Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.

We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.

Our inclusive culture

We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.

#li-hybrid