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Championing Vulnerability Across Sectors

Sponsored by

Our Vulnerability Champions Group was founded in May 2021 by an exclusive group of highly passionate and dedicated vulnerability experts from among our membership network. This group's working purpose is:

"To deliver excellent experiences & fair outcomes for all people who need additional support, now and in the future. We will do this by connecting leaders who champion the creation of organisations people can trust."

Our Vulnerability Champions are listed below:

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Senior Vulnerability Manager,

Citizens Advice

DR. ELIZABETH BLAKELOCK

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Head of Customer Experience & Strategy

South East Water

ANDY CLOWES

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Resolution Delivery Manager,

Yorkshire Building Society

SUE BUCKLE

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External Stakeholder & Vulnerability Assurance Manager,

Shell Energy

MATTHEW CHAPLEO

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Vulnerable Customer Centre of Excellence - Senior Consultant,

Phoenix Group

KAREN STEWART

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Senior Customer Experience Manager & Customer Vulnerability Programme Lead,

M&G Group

NICKI OSBORNE

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Head of Vulnerable Customer Support

& Digital Services,

Dŵr Cymru Welsh Water

PAULA BURNELL

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Customer Care Manager,

London & Country Mortgages

RACHEL EASON-WHALE

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Affordability & VulnerabilityLead,

Southern Water

RACHEL RYAN-CRISP

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Vulnerability Strategy Manager

JANE CRISP

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Customer Care Manager,

Ageas UK

CHARLOTTE DAVIES

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Potentially Vulnerable Customers

- Strategy & Framework,

HSBC

CHRISSY DI SILVA

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Senior Operations Manager

Billing Finance

PHILIP HIRONS

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Director of Customer

Atlanta Group

DAVID HARRISON

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Priority Services Partnerships and
Engagement Lead

United Utilities

AMANDA PHILLIPS

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Head of Customer Vulnerability, Strategy, and Engagement

Lloyds Banking Group

JANE RODRICK

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GI Customer Outcomes Consultant

NFU Mutual

SARAH WRIGHT

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Affordability and Vulnerability Strategy Manager

South West Water

GEMMA PARKER

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Customer Experience Programme Manager

M&G Group

JAMES WILLMORE

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Vulnerable Customer Lead

Collaboration Network

CAROLYN DELEHANTY

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