VCX were privileged to partner with Mental Health UK to produce a programme that explores how Covid-19 and the resulting economic uncertainty have negatively affected many people’s mental health. The news style programme features the best-practice projects and interventions being delivered to help people in the UK live their best possible lives. You can view the VCX segment here that focuses on industry regulation and how customer service staff can respond.
Our experience of implementing vulnerability training started in February 2018 and has been our full-time job ever since. We founded Vulnerable Customer eXperience (VCX) in 2020 and have put all that knowledge into a training package that guarantees firms a learning journey to FCA compliance. However, in the same way that the regulators are not making supervision around vulnerability a one-off tick box exercise, we are not simply selling one-off training courses. We have built a community of experts focused on delivering compassionate customer service to every customer including those in vulnerable circumstances. We provide a full eLearning suite of 'core' and 'partner' training modules, The Signpost vulnerability database, expert charity support, enterprise-level management consulting and content from the latest academic research in finance and economics. Membership is open to all who seek regulatory compliance and who commit to the fair treatment of vulnerable customers. To take a closer look at the VCX Community please self-register by clicking on the 10 Minute MiniModule at the bottom of this page. Then take 10 minutes to experience what is on offer for VCX community members.
VCX bring together a deep understanding of human behaviour, education and experience in the finance sector. Our core modules educate colleagues on the FCA's requirements and coach them to have better customer conversations, but we cannot always deliver real practical support to those in need. This often requires professional expertise and skills that go beyond what we can be expected to deliver. The VCX Community includes charity partners who deliver that support every day. We are working together to develop training modules where charities share best practice and top tips to help us to engage with customers experiencing difficult times. We are not training finance colleagues to be counsellors or doctors, we are providing knowledge of the support that is available and how we can connect those in need with the services that will help them.