Vulnerable Customers

One of our clients, a consumer finance business, reached out to us as they were keen to build up a team of experienced case handlers, beyond their existing resource who were able to support customers, who based on their individual circumstances may be considered potentially vulnerable.

As we had ring fenced a pool of specialist Vulnerable Customer talent within Kind Agile Solutions, we were able to have the team on site and working on cases within 10 working days from the initial contact. The interim support has been a huge success, which has resulted in contracts being extended to manage the increase in customers showing signs of vulnerability.

We worked closely with the client and it was agreed that we would supply a team of people to focus exclusively on the vulnerable customer cases. We immediately contacted the contractors on the Kind Agile Solutions bench, who we knew were available for a new project and had Vulnerable Customer expertise.