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Vulnerability public sessions

Learn the skills to identify, communicate and support your 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

Wednesday 30 June

09:30 AM – 13:00 PM (BST)

Delivered online via Zoom


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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: Caroline Wells

Customer experience expert

As a pioneer of accessible and inclusive customer service, Caroline has worked with people in and around financial services for over 25 years.

Along the way, Caroline has led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index, Leaders in Diversity, and was shortlisted for the National Centre for Diversity’s Most Inspirational Individual Award in 2017. Having also played a significant role at the Financial Ombudsman Service in customer experience and outreach work, Caroline Wells is now applying her customer service and complaints handling expertise as a member of the Trust’s training and consultancy team.

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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

Training options

We can also deliver our vulnerability training course 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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