Vulnerable Customer Team Lead

As a Vulnerable Customer Team Lead at Wise, you will play a crucial role in ensuring that our vulnerable customers receive fair treatment and that their needs are addressed promptly and effectively. Your primary purpose will be to execute a robust vulnerable customer support strategy that aligns with regulatory standards and supports our commitment to treating vulnerable customers fairly. You will lead a dedicated team of Vulnerable Customer Consultants, providing guidance, coaching, and support to ensure that all vulnerable customer cases are handled efficiently and in accordance with established procedures. By analysing customer data and identifying underlying trends, your aim will be addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to better serve vulnerable customers and optimise their outcomes.

Additionally, you will be responsible for identifying and mitigating potential risks associated with vulnerable customer support, ensuring adherence to regulatory requirements, and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity. You will also serve as a key point of contact for regulatory inquiries and audits related to vulnerable customer support, demonstrating Wise's commitment to compliance and operational excellence. Ultimately, your role will be critical in shaping Wise's reputation as a customer-centric organisation that values empathy, accountability, and continuous improvement in supporting vulnerable customers globally. You will be responsible for proactively managing your team's performance, well-being, and engagement.

You will lead a dedicated team of Vulnerable Customer Consultants, providing guidance, coaching, and support to ensure that all vulnerable customer cases are handled efficiently and in accordance with established procedures. By analysing customer data and identifying underlying trends, your aim will be addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to better serve vulnerable customers and optimise their outcomes.