The Vulnerable Customer Leadership Programme
Develop the knowledge, confidence and practical expertise to lead good vulnerability practice across your organisation.
A six-month mentoring programme for Vulnerable Customer Champions, Consumer Duty Leads and Customer Service professionals responsible for improving outcomes for customers in vulnerable circumstances.
February – July 2027 | Maximum four members
Reserve your placeAre you responsible for vulnerability in your organisation?
Perhaps you’re a Vulnerable Customer Champion or Lead, a Consumer Duty Lead, or vulnerability forms part of your wider role in customer service, complaints, quality or customer experience.
You care about getting it right. But being responsible for vulnerability can sometimes feel like you’re figuring things out as you go.
You may be asking yourself:
- Are we doing enough to identify and support customers in vulnerable circumstances?
- How do we turn Consumer Duty and vulnerability guidance into everyday practice?
- How can we better understand the barriers our customers experience?
- How do I help colleagues feel more confident having sensitive conversations?
- How do we embed good practice across different teams, processes and customer journeys?
- And how do we know whether the changes we’re making are actually improving customer outcomes?
You don’t have to work through those questions alone.
The Vulnerable Customer Leadership Programme gives you six months to build your knowledge and confidence, explore the challenges you’re facing and learn alongside a small group of peers with similar responsibilities.
More than a training course
There are plenty of training courses that explain Consumer Duty and vulnerability. This programme is different.
Over six months, you’ll have the time and space to develop your knowledge, explore real challenges from your own organisation and turn what you learn into practical action.
With a maximum of just four members, every session gives you the opportunity to ask questions, share experiences, learn from others and get Helen’s input on the issues you’re working through.
You’ll learn. You’ll apply. You’ll come back. We’ll build on it together.
What you’ll gain from the programme
Confidence
Build your confidence in Consumer Duty and vulnerability and turn guidance into practical action.
Practical expertise
Deepen your understanding of customers’ circumstances, the barriers they face and how your organisation can respond effectively.
Tools & resources
Build a practical toolkit of resources, templates and ideas you can adapt within your organisation.
Peer support
Learn alongside other professionals facing similar challenges and share ideas, experiences and practical solutions.
Greater influence
Feel more confident discussing vulnerability with colleagues, managers and other teams and influencing good practice.
Personal development
Grow into your role as a Vulnerable Customer Champion or Lead with greater confidence, credibility and clarity.
By the end of six months, you’ll be better equipped to lead vulnerability within your organisation – not simply know more about it.
What we’ll explore over the six months
Each month builds on the last, taking you from understanding vulnerability and your role through to embedding and sustaining good practice across your organisation.
Month 1 — Building Strong Foundations
Understand vulnerability, Consumer Duty, good customer outcomes and your role as a Vulnerable Customer Champion or Lead.
Month 2 — Understanding Customers
Explore customers’ circumstances, the impact of vulnerability, barriers to disclosure and how vulnerability can affect communication and decision-making.
Month 3 — Responding to Customers Effectively
Develop practical approaches to identifying needs, accessible communication, reasonable adjustments and tailored support.
Month 4 — Embedding Good Practice
Explore how vulnerability can be embedded into policies, processes, customer journeys and ways of working.
Month 5 — Building Capability Across the Organisation
Build colleagues’ confidence and capability through training, coaching, practical resources and approaches that encourage consistent good practice.
Month 6 — Sustaining Good Practice
Measure progress, identify future priorities and create a practical 12-month roadmap for continued improvement.
Every session is shaped by the real challenges and questions members bring from their own organisations, keeping the programme practical, relevant and immediately applicable.
Why learn with Helen?
For over 10 years, I’ve worked with organisations across financial services, housing, utilities, local authorities and other sectors to help improve outcomes for customers in vulnerable circumstances.
My approach goes beyond explaining guidance. I draw on practical experience from training thousands of professionals, supporting organisations to embed Consumer Duty, improving customer journeys, reviewing vulnerability strategies and developing frontline capability.
What matters to me is helping you turn that knowledge into something useful in your own organisation.
Throughout the six months, I’ll encourage you to bring the real questions and challenges you’re facing. We’ll explore what’s working, what isn’t and what you could do differently – with practical ideas you can take away and use.
And because there are only four members, there’s time for everyone to have a voice.
What’s included in your six-month programme?
✓ Six monthly 3-hour live virtual mentoring sessions
✓ A maximum of four members
✓ Facilitated mentoring and group discussions
✓ Practical activities and implementation tasks
✓ Resources, templates and supporting materials
✓ Access to session recordings
✓ One 1-to-1 mentoring session with Helen
Each month you’ll leave with something practical to take back, explore or implement within your own organisation.
Programme dates
February – July 2027
2 February 2027
2 March 2027
6 April 2027
4 May 2027
1 June 2027
6 July 2027
All sessions: 9.00am–12.00pm | Live on Zoom
Your investment
£2,000 + VAT
per member for the full six-month programme
The programme is intentionally limited to just four members, creating a small, supportive environment where everyone has time to contribute, share openly and explore their own organisational challenges.
Reserve your placeWant to know more?
Download the 2027 Vulnerable Customer Leadership Programme brochure for full programme details, monthly topics and frequently asked questions.
Download the brochureReady to join us?
With just four places available, the programme provides a small, supportive environment where you’ll have time to ask questions, share challenges and learn alongside others with similar responsibilities.
Reserve your place or get in touch if you’d like to have a conversation about whether the programme is right for you.
Reserve your place