Vulnerability Specialist

Join Our Extra Care Team!

Are you passionate about making a real difference for vulnerable customers? We’re recruiting in our Extra Care Team at YBS, and we’re looking for empathetic, proactive individuals to help shape the future of customer support.

Why Join Us?

At YBS, our members are at the heart of everything we do. We’re proud to be a mutual organisation no shareholders, just a commitment to people. Here, you’ll be valued for who you are, empowered to bring your whole self to work, and supported to build a rewarding career.

We’re on an exciting journey to redefine how we support our most vulnerable customers. If you want to be part of a team that’s driving positive change and putting customers first, we’d love to hear from you.

About the Role

As a member of the Extra Care Team, you will:

• Direct Support: Deliver empathetic, knowledgeable assistance to customers and colleagues navigating vulnerability through their preferred channel.
• Safeguarding Referrals: Act promptly when customers lack support networks, ensuring their safety and dignity.
• Accessibility Management: Manage requests for alternative communication formats and accessibility (Braille, large print, audio) for seamless customer support.
• Documentation & Flagging: Accurately log customer circumstances using internal processes to maintain continuity of care.
• Signposting: Connect customers to external services such as local authorities, charities, Citizens Advice, and specialist organisations.
• Colleague Support: Provide emotional and practical support to frontline colleagues managing challenging interactions.
• Process Improvement: Identify and reduce administrative burdens to maximise time for impactful work.
• Feedback & Continuous Improvement: Maintain a feedback loop to refine services, improve response times, and enhance satisfaction scores.
• UCB Referrals: Investigate Unacceptable Customer Behaviour submissions and contribute to process improvements.

About You

To succeed in this role, you’ll bring:

• Experience supporting customers in a regulated environment, especially those with additional needs.
• Confidence to challenge and influence processes for better outcomes.
• Strong organisational skills and the ability to manage your own workload.
• Knowledge of mortgages and savings (advantageous but not essential).
• A positive, adaptable mindset and a drive to help others.