60 Seconds Interview

1. What do you see as the biggest blocker when tackling vulnerability in the UK?

A: The biggest blocker when tackling vulnerability in the UK is identification of vulnerability at the outset.  Having the right staff who are capable of picking up on cues and clues is imperative.  This is closely followed by ensuring customers are then supported adequately throughout their period of vulnerability and not left in a ‘hold’.

2. What one piece of advice would you give to a company that is trying to improve their support for vulnerable customers?

A: Attract & choose personnel with the correct skills to manage vulnerable customers.  Support them by providing continual training and coaching around empathy and listening skills, particularly as customer situations are fluid and customers may need different support at different times throughout their journey.

3. What is the most common type of vulnerability you are seeing in your industry? 

A: Mental Health is by far the most common type of vulnerability we see at Lantern, and I suspect that is the same for most of our sector.  Being in debt can cause terrible anxiety and worry, culminating in overarching mental health issues such as depression.