Resources

Winning Strategies: Most Effective Vulnerability Strategy

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CCA constantly innovates to ensure it provides members with the tools, market intelligence and foresight needed not just to survive but to thrive in this challenging climate. What is clear to us all is that recognition of individual and team effort has never been more important.  

The Excellence Awards programme for 2023 is now open for entry.

In this session we will be joined by the Vulnerable Customer Team at Standard Life Assurance, part of the Phoenix Group and winners of Most Effective Vulnerability Strategy Award in 2022. 

Background 
Around 13 million customers trust Phoenix Group with their long-term savings, investments and protection.

Supporting customers when they face vulnerable circumstances during their lifetime is something Phoenix Group is passionate about.  Delivering consistently excellent service requires real passion and skill and many colleagues go above and beyond to provide appropriate support to vulnerable customers.

In this session, the team will explore how they approached the development of strategies and policies to support customers in need. This includes customer research, the development of training for colleagues, support and wellbeing programmes for staff, evaluation of success factors and embedding new processes.

In addition, the team will share their approach to building the Award submission. The approach, who was involved in the process, evidence selection, what not to include and ownership. The team will also talk about their experiences once shortlisted, and share their recommendations on how to get the most out of the process.

For more information on how to enter the 2023 programme click here or contact the team if you have any questions. 

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