This quality mark formally recognises the skills creditor staff will develop through our training to identify, communicate, and support a customer in vulnerable circumstances and provides assurance for managers and staff that our training meets industry standards.
Find out more about our City & Guilds Assured vulnerability training below.
Supporting customers in vulnerable circumstances
Health, disability, unemployment, bereavement, domestic violence, and addiction can all contribute to making someone vulnerable. Customers in vulnerable circumstances are especially susceptible to detriment. Your staff need to know how to identify and work with these customers in a way that is both consistent and fair. The design and delivery of our vulnerable customer virtual and face-to-face training course meets City & Guilds Assured Benchmark standards.
The next cohort of our award-winning Vulnerability Academy in partnership with UK Finance is returning this September.
Using a series of workshops, exclusive content and interactive virtual sessions, the sessions help participants embed vulnerability throughout the culture, policies, and customer journeys of their organisation. The Vulnerability Academy aims to help firms meet their legal and regulatory responsibilities and meets City & Guilds Assured Benchmark standards across programme design, delivery and more.
Why complete an Assured training course?
This City & Guilds Assured quality benchmark provides firms with the confidence that our City & Guilds Assured programmes meet the high standards set by a recognised training body, ensuring the training we provide is relevant and the process and systems in place meet industry standards of learning. Our City & Guilds Assured training aims to help creditor staff to meet evolving regulator expectations, develop their knowledge and improve outcomes for their vulnerable customers.
Firms that arrange a City & Guilds Assured programme with us can apply for a digital credential for their creditor staff. They can then use the credential to evidence their knowledge and skills.
If you have previously graduated from the Vulnerability Academy or have already completed our face-to-face or virtual vulnerability training course after mid-2020 and are interested in gaining the City & Guilds Assured digital credential, please do not hesitate to get in touch.
City & Guilds Assured training benefits
- Provides assurance for managers and staff that our training meets the criteria of industry standards, formally recognising the skills staff develop.
- The Assured programmes have been developed to meet current and emerging regulator expectations (FCA’s Guidance for firms on the fair treatment of vulnerable customers and the FCA’s proposals for a new Consumer Duty).
- The digital credential, part of the City & Guilds Assured programme helps to communicate a commitment to your staff and their learning and development.
- Encourages personal development, helps improve your team’s performance and levels of customer satisfaction, particularly for your customers in vulnerable circumstances.
About City & Guilds
City & Guilds is a household brand and a global leader in skills development. Over one million people earn a City & Guilds qualification every year, providing them with the skills they need to thrive in the workplace.
City & Guilds understands the value of portable skills and globally recognised standards that enable people and organisations to succeed. It partners with Governments, employers and educators in over 50 countries, across five continents, to advise them on developing high-quality skills training that meets the needs of the global workforce, without compromising on local demands.
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