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Public sessions

Our public vulnerability courses cover a range of subjects to help staff develop the skills to identify, communicate and support customers in vulnerable circumstances.

Health, disability, unemployment, bereavement, domestic violence and addiction can all contribute to making someone more vulnerable.

Your staff need to know how to identify and work with these customers in a way that is both consistent and fair. This can have a positive impact on your ability to recover debts, employee morale and your reputation as a responsible organisation.

Our ‘Supporting customers in vulnerable circumstances’ virtual classroom will provide your staff the skills to identify a vulnerable customer, have a conversation to understand their vulnerability, take action and signpost to further support.

Supporting customers in vulnerable circumstances

2 & 15 December 2022

9:30 AM - 1:00 PM

Delivered online


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“The sessions have allowed our adviser teams to sit back and evaluate their approaches to vulnerability and resulted in them feeling empowered to suggest changes to our current processes.”


– Just Group plc

Course overview

Course aim: to provide learners with the skills required to identify, communicate, and support a vulnerable customer.


Course outcomes - By the end of this course, learners will be able to:

  • Define what the term vulnerable consumer means
  • Identify a vulnerable consumer, based on the information available at the time
  • Identify and support a consumer with mental capacity limitations
  • Apply conversational techniques to begin a conversation with a vulnerable consumer
  • Apply conversational techniques to manage the disclosure of a vulnerable consumer and record the information compliantly with regulations
  • Explain what support options are available to a vulnerable consumer.

Who is this for? All staff involved in identifying and talking to vulnerable customers.

Meet the trainer: Robyn Azam

Robyn Azam is a Vulnerability Consultant at the Money Advice Trust. Robyn has worked for the Money Advice Trust since 2000. She has been involved in the design and delivery of training for both the commercial and voluntary sector, including bespoke debt training for organisations including the Institute of Money Advisers and StepChange Debt Charity.

Training options

We can also deliver our training courses virtually in-house and via e-learning to staff. This can be tailored to your organisation’s needs and requirements, get in touch to find out more.

Have a question about our public sessions?

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