Social Worker Senior Specialist (Customer Wellbeing)

Our Customer Wellbeing team have the brand new opportunity for a dedicated, compassionate and skilled Social Worker Senior Specialist (Customer Wellbeing) to join them.

This role will play a critical part in supporting customers experiencing vulnerability and ensuring fair, consistent and positive outcomes in line with Consumer Duty, vulnerability guidance and safeguarding principles. The role holder will act as a specialist advisor within the organisation, helping to ensure customers receive the support, protection and understanding they need during difficult circumstances as well as building our strategy for the future. This is a 12 month opportunity.

As a Customer Wellbeing Social Worker Specialist, the role holder will take ownership of complex vulnerability and safeguarding cases, applying trauma‑informed practice and professional assessment skills to support customers across a range of needs. The person in post will act as a trusted point of contact, coordinating support, identifying safeguarding risks, making referrals where appropriate and providing specialist recommendations to inform customer outcomes and business decisions.

Working closely with colleagues across the Group and external partners, including charities, local authorities and specialist support agencies, the role holder will help deliver a coordinated and joined‑up approach to customer wellbeing. Building strong partnerships to ensure customers can access appropriate support, while providing professional input into governance forums, vulnerability panels and customer outcome reviews involving complex circumstances will be key parts of the role.

This role offers a unique opportunity to help shape how social work is delivered within a financial services environment, combining advanced social work practice with service development and organisational influence. Alongside managing complex customer cases, the successful candidate will use their expertise to influence customer wellbeing and safeguarding practices, contribute to policy and framework development, improve customer journeys, and help build organisational capability through coaching, awareness initiatives and the sharing of specialist expertise.

This role can operate from either our Head Offices in Manchester or Binley, Coventry but as a Group role, travel to both locations will be required and a team-led hybrid working arrangement is in place.

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing. 

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.                 

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.