Job Description

Customer Vulnerability Specialist

London Bridge (Flexible to base location, but with requirement to attend Head Office (London Bridge) when required)

Up to £43,000

Hyde is looking for a Customer Vulnerability Specialist to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

As the Customer Vulnerability Specialist at Hyde, you will act as the lead specialist for vulnerability across operations. This is a standalone role, so you will be trusted to work independently, provide expert guidance, review policy and practice, and drive improvements through the business. You will use customer insight, case trends and service data to make sure colleagues respond to vulnerable customers in a fair, consistent and proportionate way.


Key Duties

• Be Hyde’s lead expert on customer vulnerability, giving clear advice on complex cases and helping teams make fair decisions.
• Work independently in this standalone role, managing your own priorities and using good judgement to solve problems.
• Review policies, procedures and guidance to make sure they are clear, up to date and work well for customers and colleagues.
• Use customer feedback, case trends and data to spot issues and lead improvements across the business.
• Build strong relationships with teams and partners, sharing learning and helping colleagues feel confident when supporting vulnerable customers.

Why Join Hyde?

Hyde is part of the Hyde group one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Customer Vulnerability Specialist we’re seeking someone who can bring:

• Significant experience in vulnerability, safeguarding, tenancy sustainment or customer support within a housing, customer service or community-based environment.
• Experience working as a lead specialist or trusted subject matter expert, with the confidence to work independently. Experience in Housing is preferred.
• Experience reviewing policies, procedures or guidance and leading improvements that are adopted across teams or services.
• Strong influencing and stakeholder management skills, with the ability to drive change through the business and bring people with you.
• The ability to interpret data, identify trends and translate insight into practical service improvements, clear recommendations and measurable actions.
• A proactive, organised and customer-focused approach, with the confidence to manage competing priorities and take ownership of outcomes.

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.