Vulnerable Customers - Training for Customer Facing Staff

Empowering Customer-Facing Teams to Support Vulnerable Customers with Confidence and Care

This online interactive training programme is designed to equip customer-facing staff with the knowledge and skills needed to effectively support vulnerable customers.

There are 6 x workshops included within the Programme, covering key areas such as understanding vulnerability, managing sensitive disclosures, and delivering positive outcomes in line with regulatory expectations.

You can choose to book the full Training Programme or an individual workshop, suited to your needs. Details found below.

Public course booking

Full Programme (6 x 2-hour sessions): Members £749 / Non-members £999

Individual Workshop: Members £149 / Non-members £199

To book this training for yourself or up to 6 Delegates, please complete the below form:

Corporate (In-house) training

To book this workshop for your company as a corporate (in-house) training session for between 7-16 Delegates, on a date that's convenient for you, please complete the below form to register your interest:

Workshop Dates

1. Understanding customer vulnerability - 23 June 2025
2. Managing disclosure of Bereavement and terminal illness - 4 July 2025
3. Managing disclosure of self- harm/suicide - 11 July 2025
4. Delivering good outcomes to Vulnerabe Customers - 14 July 2025 
5. Drivers of vulnerability and how we can support customers - 18 July 2025
6. Supporting neurodiverse customers - 21 July 2025

Summary

Dates: 23 June 2025 - 21 July 2025 (see Overview)

Timings: 13:00-15:00 PM (UK)

 Duration: 6 x 2-hour sessions

 No of attendees: Up to 14

 Format: Online - Virtual delivery

 CPD: Recognised

Trainer: Create Solutions Ltd

Price: Two options

• Full Programme (6 x Workshops) - Members £749 / Non-members £999
• Individual Workshop - Members £149 / Non-members £199

Programme Overview

This training programme provides 6 x 2-hour workshops, delivered between 13:00-15:00 (UK).

Each session can be purchased individually or altogether as part of the full training programme:

• Session 1: Understanding customer vulnerability (23 June 2025)

• • Why it is important to identifying Vulnerability
  • Responding and supporting Vulnerable customers
  • Recording Vulnerability 

• Session 2:  Managing disclosure of Bereavement and terminal illness (4 July 2025)

• Session 3:  Managing disclosure of self- harm/suicide - 11 July 2025)

What will I achieve by attending the training? 

Each 2 x hour session will include:

• Masterclass on each topic, including delivering good customer outcomes as per the FCA’s Consumer Duty
• Break-out and group discussions / activities, Q&A opportunity, handout to take away

Who should attend?

This comprehensive training programme is designed for customer-facing staff who interact directly with clients, especially those in vulnerable situations. It is ideal for professionals in roles such as customer service, sales, support teams, and relationship management.

The training provide essential skills and knowledge to identify, support, and effectively respond to vulnerable customers, ensuring regulatory compliance and delivering positive outcomes.

Corporate Solutions

We are able to offer this workshop specifically for your company as a In-House / Corporate training session for a set fee.

We can support your business with off-the-shelf courses for those studying our financial services units, our insurance units or those looking to develop their knowledge in a wide variety of technical areas. A full list of courses can be viewed in our 2025 Corporate Training Catalogue.

Please speak with your Relationship Manager who can explore your learning needs further or contact: business.enquiries@cii.co.uk 

Public course booking form

Corporate (In-house) training

Interested in other courses?

For enquiries about this course, please email to: business.enquiries@cii.co.uk

Please note: The price of the workshop is based on British Pound Sterling (GBP). The purchase price will be processed using the relevant international currency conversion rate at the point of sale. Contact us for further information.

CII workshops are sold on a first come first serve basis, and therefore availability may change, depending on the number of bookings received. Once a workshop becomes full, the above date will no longer be available, and new dates will be published.

We reserve the right to postpone the above workshop dates, subject to a minimum number of bookings received. Your booking will only be confirmed, once payment has been processed and you receive a booking confirmation email from the training team.

Can't attend on this date? Register your interest in other training workshops and future dates.

Please ensure you refer to our terms and conditions before booking on to any of our training workshops. By booking on to this workshop, you are agreeing to our terms and conditions and for your information to be shared with our training provider.