Vulnerable Customers - Training for Team Leaders and Managers

Two-hour interactive online training session

New date coming soon

This workshop focuses on managing vulnerability in a way that aligns with the Financial Conduct Authority (FCA) requirements.

Throughout this session, we will delve into key topics to equip Team Leaders and Managers with the knowledge and tools necessary to support customer-facing staff.

Public course booking

Members: £149pp
Non-members: £199pp

To book this workshop 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:

Summary

 Dates: New date coming soon

 Timings: 13:00-15:00 (UK)

 Duration: 2-hour session

 No of attendees: 16-20

 Format: Online - Virtual delivery

 CPD: Recognised

 Trainer: Create Solutions Ltd

Price: Members £149 / Non-members £199

Workshop Overview

In this session we will explore and aim to understand the following:

• The FCA requirements – the regulatory backdrop
• The different types of Vulnerabilities and how to identify them
• A look at how you can support and signpost customers  
• Supporting and training your staff
• Delivering good outcomes for Vulnerable customers
• Recording Vulnerability

The session provide essential skills and knowledge to support customer-facing staff to identify, support, and effectively respond to vulnerable customers, ensuring regulatory compliance and delivering positive outcomes.

What will I get by attending the workshop? 

This 2 x hour workshop will include:

• Masterclass on the 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

We will cover key insights, stats, case studies and good practice and provide helpful tools and resources to support team members.

Who should attend?

This session is ideal for Leaders and Managers across various roles and industries who are responsible for interacting with or supporting customers, particularly those who may be vulnerable.

Attendees will benefit from gaining a deeper understanding of regulatory requirements, as well as practical strategies for addressing customer vulnerability.

Corporate Solutions

As part of our commitment to advancing professional standards within the sector, the CII offers a comprehensive suite of training and development solutions. These are designed to provide a structured, collaborative approach to skills enhancement, fully aligned with our internationally recognised Professional Map.  We offer workshops covering exam revision, technical training and business and leadership topics. 

Whether you're looking to upskill employees, support career progression, or drive business success, our bespoke training solutions can elevate and future proof the competencies required across your workforce. 

A full list of courses can be viewed in our 2025 Training Catalogue.

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.