As part of our commitment to supporting colleagues and friends across financial services, we collaborated with the ABI and Rightsteps on an important initiative designed to better understand the emotional and psychological impact of customer-facing roles in our industry.
Together, we developed a survey that explored the challenges professionals may encounter when handling sensitive, distressing, or emotionally complex situations. This work aims to highlight how supported individuals feel in managing these demands and where further support or improvements could be introduced.
We are now proud to share the report, “Insights from the Frontline: Vulnerable Customer Support”. The findings highlight a dedicated and resilient workforce, with many confident in managing their wellbeing and finding satisfaction in their roles. However, some colleagues are still struggling quietly, and existing support systems don’t always meet their needs. The report offers valuable insight into how we can better care for those who care for others.
