Unlocking Vulnerability

Helen Pettifer
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This podcast is about one simple but powerful idea: supporting vulnerable customers better — with empathy, confidence, and good practice. I’ll be joined by brilliant guests sharing real stories, practical ideas, and fresh perspectives on supporting people when it matters most.   Because vulnerability can affect any of us — at any time.   Join me for Unlocking Vulnerability.   Listen, learn, and be part of the conversation.

  1. -5 ДН.

    Back to Basics: Embedding Vulnerability Across the Customer Journey

    In this episode, Helen is joined by Bridie O’Shea, Customer Insight and Excellence Specialist at Mansfield Building Society. Bridie shares how her role focuses on improving customer journeys and ensuring vulnerable customers receive the support they need. Together, they explore the importance of going back to basics — embedding vulnerability awareness into everyday practice, building networks of champions across teams, and recognising the often-overlooked needs of carers.   Helen and Bridie also discuss the vital role local branches play in their communities, how meaningful human connections help identify when customers may need extra support, and why this matters even more as financial services become increasingly digital.   From supporting colleagues through difficult conversations to simple acts of kindness that make a real difference, this episode highlights why vulnerability work is a continuous journey of learning, listening and improving.  Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: helen@helenpettifer.com  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

    25 мин.

  2. 23 ФЕВР.

    When Customers Don’t Just Need Power — They Need People

    In this episode, Helen is joined by Natasha Crooks, Vulnerable Customer Manager at Northern Ireland Electricity Networks. Together we explore how the definition of vulnerability has evolved beyond traditional medical needs to include financial hardship, neurodivergence, language barriers and rural isolation. Natasha shares how NIE Networks has embedded inclusive service into everyday practice — from expanding their customer care register and launching a dedicated vulnerable customer team, to partnering with organisations like Jam Card, Disability Action and Advice NI. The conversation also reflects on supporting customers during major storm events, handling suicidal conversations with confidence, and the importance of looking after colleagues who manage emotionally demanding calls. This episode highlights a simple but powerful truth: sometimes customers don’t just need their power restored — they need someone who will listen. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: helen@helenpettifer.com  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

    32 мин.

  3. 9 ФЕВР.

    Exploring a decade of vulnerability insights and support

    In this first episode of season 2, Helen is joined by her colleague Jenna Birchall.  As Helen Pettifer Training celebrates 10 years this year, we discuss what changes and progress has been made over the last decade in the vulnerability space.  We discuss the impacts vulnerability has on customers, colleagues and organisations, and what actions firms can take to better support people in challenging situations.  Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: helen@helenpettifer.com  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

    48 мин.

  4. 13.09.2022

    Episode 67 - A Conversation about Grief

    In this episode, Helen is joined by Lucy Dennis, Project Manager at Cruse Bereavement. In their conversation, Lucy and Helen talk about grief and loss, how it impacts people and how organisations can support both colleagues and customers experiencing grief. For more information on grief connect with Lucy: https://www.linkedin.com/in/lucy-dennis-75386b199/ Further resources on grief: Lucy's blog for Cruse: - https://www.cruse.org.uk/about/blog/returning-to-work/ Grief at work- https://www.mariecurie.org.uk/get-involved/day-of-reflection/talks/grief-at-work Marie Curie resources page about Grief at Work - https://www.mariecurie.org.uk/help/support/bereaved-family-friends/work Marie Curie research on grief in the workplace - https://www.mariecurie.org.uk/help/support/bereaved-family-friends/work/employer-resources/research-data-bereavement-work You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - info@helenpettifer.com Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

    41 мин.

  5. 29.08.2022

    Episode 66 - Building a Vulnerability Army

    In this episode, Helen shares a snippet from her recent Vulnerability Mentoring Programme as she talks about building a Vulnerability Army within organisations. You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - info@helenpettifer.com Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

    4 мин.

  6. 15.08.2022

    Episode 65 - A conversation on Neurodiversity

    In this episode, Helen is joined by Chezzy Kennedy, Neurodiversity consultant, trainer, coach and mentor with Thrive Mental Health & Wellbeing. In their conversation, Chezzy and Helen talk about what neurodiversity is, how it impacts people and what businesses can do to better support customers and colleagues who are neurodiverse. For more information on Neurodiversity, connect with Chezzy: LinkedIn: https://www.linkedin.com/in/chezzykennedy/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - info@helenpettifer.com Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

    35 мин.

  7. 18.07.2022

    Episode 64 - Campaign to End Loneliness

    In this episode, Helen is joined by Robin Hewings, the Programme Director at Campaign to End Loneliness. In their conversation, Robin and Helen talk about the risk factors leading to loneliness, how this impacts individuals and what we can do to support people in our communities who are lonely. For more information on Campaign to End Loneliness: Visit website - https://www.campaigntoendloneliness.org/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - info@helenpettifer.com Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

    38 мин.

  8. 23.05.2022

    Episode 63 - Financial Skills Partnership in Melton Mowbray

    In this episode, Helen is joined by Amanda Harris, the Retail Operations Manager at The Melton Building Society, and Amanda Heath, The Founder and Centre Manager at the Melton and District Money Advice Centre (MADMAC). Both Amanda's talk about the new partnership created between The Melton and MADMAC helping build financial skills within the schools and community of Melton Mowbray. For more information on MADMAC: Visit website - https://madmacmoney.co.uk/ Free debt advice for the LE13 and LE14 postcode area, and a free budget planner to anyone regardless of postcode. For more information on how The Melton Building Society supports their community: Visit website - https://www.themelton.co.uk/community-support/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - info@helenpettifer.com Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

    35 мин.
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This podcast is about one simple but powerful idea: supporting vulnerable customers better — with empathy, confidence, and good practice. I’ll be joined by brilliant guests sharing real stories, practical ideas, and fresh perspectives on supporting people when it matters most.   Because vulnerability can affect any of us — at any time.   Join me for Unlocking Vulnerability.   Listen, learn, and be part of the conversation.

Информация

  • Автор
    Helen Pettifer
  • Годы выхода
    2019 - 2026
  • Выпуски
    70
  • Ограничения
    Без ненормативной лексики
  • Авторские права
    © Copyright Helen Pettifer
  • Сайт подкаста
    Unlocking Vulnerability