Shows / Unlocking Vulnerability
Unlocking Vulnerability
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.
Episodes
- Unlocking Vulnerability
The Power of Personal Impact
In this episode of Unlocking Vulnerability, Helen is joined by Michael Reeve, DDSN Chair within the Equality, Diversity and Inclusion team at University…
- Unlocking Vulnerability
ISO 22458: Bringing Inclusive Service to Life
In this episode of Unlocking Vulnerability, Helen is joined by Julie Walker, Global Scheme Manager at BSI, to explore ISO 22458 and the Inclusive Service…
- Unlocking Vulnerability
Inclusive Design: Start Small, Make a Difference
In this episode of Unlocking Vulnerability, Helen is joined by Lauren Peel, Managing Director of Inclusive Outcomes, to explore what inclusive design really…
- Unlocking Vulnerability
Can Wealth Create Vulnerability?
In this episode of Unlocking Vulnerability, Helen is joined by Patrick Foley, Managing Director of Sonar Financial Services, to explore the hidden…
- Unlocking Vulnerability
Episode 72 - Why Suicide Prevention Is Everyone’s Business
In this episode of Unlocking Vulnerability, Helen is joined by Lachie Humphreys from BSI and Marcus Long at IIOA to explore the UK’s first workplace standard…
- Unlocking Vulnerability
Why “Vulnerable Customer” Isn’t the Whole Story
In this episode Helen is joined by Kate Robbins, Head of Customer Policy at Wessex Water, to explore how the understanding of vulnerability has evolved across…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
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…
- Unlocking Vulnerability
Episode 62 - A chat about loneliness
In this episode, Helen is joined by Ellice Whyte to discuss the topic of Loneliness which is the theme for this year's Mental Health Awareness Week. Connect…
- Unlocking Vulnerability
Epiosde 61 - Ways to help in the cost of living crisis
In this episode, Helen shares her thoughts on the cost of living crisis and how we can help people who are struggling. You can follow Helen Pettifer for future…
- Unlocking Vulnerability
Epsiode 60 - Utility Warehouse's Award Winning Initiative
In this episode, Helen is joined by Amy Lloyd-Jones and Ben Alao from Utility Warehouse. Amy and Ben discuss their new bereavement process's insights and…
- Unlocking Vulnerability
Episode 59 - The UKRN and Vulnerability
In this episode, Helen is joined by Kate Mitchenall, Manager at the UK Regulator's Network. Kate talks about the work UKRN are doing in the vulnerability…
- Unlocking Vulnerability
Episode 58 - Fuel Bank Foundation
In this episode, Helen is joined by Matt Cole, Chair of the Board of Trustees at Fuel Bank Foundation. Matt shares what the Fuel Bank Foundation is and how…
- Unlocking Vulnerability
Episode 57 - Zero Discrimination Day
In this episode, Helen is joined by Alistair Barton an LGBTQ advocate. Alistair shares his personal story of coming out as a gay man and together Helen and…
- Unlocking Vulnerability
Episode 56 - Random Acts of Kindness Day
In this episode, Helen shares her thoughts and ideas on how we can acknowledge Random Acts of Kindness Day and show kindness to others. You can follow Helen…
- Unlocking Vulnerability
Episode 55 - February News
In this episode, Helen shares what she's been working on recently with regards vulnerable customers. You can follow Helen Pettifer for future episodes and more…
- Unlocking Vulnerability
Episode 54 - Mental Health and Wellbeing at Christmas
In this episode, Helen is a guest on a LinkedIn Live with Alistair Barton. Alistair and Helen discuss how we can look after our mental health and wellbeing at…
- Unlocking Vulnerability
Episode 53 - World Braille Day
In this episode, Helen commemorates World Braille Day and explores the origins of the development of Braille. For further information and resources on Braille…
- Unlocking Vulnerability
Episode 52 - The Money & Mental Health Policy Institute
In this episode, Helen is joined by Helen Undy, the Chief Executive of the Money and Mental Health Policy Institute. Helen shares insights of the latest Money…
- Unlocking Vulnerability
Episode 51 - A Discovering Alcoholic
In this episode, Helen is joined by Angus Grady. Angus shares his personal story of being a discovering alcoholic. Connect and contact Angus here: - LinkedIn -…
- Unlocking Vulnerability
Episode 50 - What I've learnt over 5 years and 50 episodes
In this episode, Helen shares her learnings from 5 years in business and 50 episodes of Unlocking Vulnerability. You can follow Helen for future episodes and…
- Unlocking Vulnerability
Episode 49 - Using Complaints to Identify Vulnerability
In this episode, Helen is joined by Jonathan Mantle from Complaints EQ. Jonathan shares his insights and experience on how organisations can use their…
- Unlocking Vulnerability
Episode 48 - Accessibility and Microsoft
In this episode, Helen is joined by Michael Vermeersch, Accessibility Product Marketing Manager at Microsoft. Michael shares how Microsoft are working towards…
- Unlocking Vulnerability
Episode 47 - Recruiting for Vulnerability
In this episode, Helen shares her thoughts and insights on recruiting the right people to support vulnerable customers. You can follow Helen for future…
- Unlocking Vulnerability
Episode 46 - Creating Hope Through Action
In this extended episode, Helen co-hosts a live podcast with Simon Nichols on World Suicide Prevention Day, exploring how we can create hope through our…
- Unlocking Vulnerability
Episode 45 - Resources, tools and training
In this episode, Helen shares some valuable resources and tools for organisations to consider when supporting vulnerable customers. Helen also shares some of…
- Unlocking Vulnerability
Episode 44 - Conversation with the Consumer Council
In this episode, Helen is joined by Graham Smith, Head of Water at the Consumer Council for Northern Ireland. Graham shares his insights of the challenges and…
- Unlocking Vulnerability
Episode 43 - Supporting New Parents
In this episode, Helen explores the topic of new parents and why it's important for organisations to better support customers with new babies. You can follow…
- Unlocking Vulnerability
Episode 42 - Accessibility and Vulnerability
In this episode, Helen explores the topic of accessibility and the challenges vulnerable customers face when it comes to accessing organisation's premises…
- Unlocking Vulnerability
Episode 41 - Building a Customer Vulnerability Programme
In this episode, Helen is joined by Nicki Osborne, the Customer Experience Manager at M & G Plc. Nicki talks about her role in leading the Customer…
- Unlocking Vulnerability
Episode 40 - Supporting short-term vulnerability
In this episode, Helen explores the topic of short-term vulnerability and shares an example of supporting customers experiencing bereavement. You can follow…
- Unlocking Vulnerability
Episode 39 - Is vulnerability still the right term to use?
In this episode, Helen is joined by David Murphy, a director for the Reach:Out service provided by Sigma Connected. David and Helen explore the term…
- Unlocking Vulnerability
Episode 38 - What are the drivers of vulnerability?
In this episode, Helen explores the 4 drivers of vulnerability as defined by the Financial Conduct Authority. You can follow Helen for future episodes and more…
- Unlocking Vulnerability
Episode 37 - Rare Chromosome Disorder Awareness Day
In this episode, Helen celebrates Rare Chromosome Disorder Awareness Day and shares her experience of raising a son with special needs. Helen and her son…
- Unlocking Vulnerability
Episode 36 - Picking at Perfection
In this episode, Helen shares an extract from her guest appearance on the podcast 'Picking at Perfection' with Alistair Barton. Alistair's talk show based…
- Unlocking Vulnerability
Episode 35 - The Timpson Foundation
In this episode, Helen is joined by Darren Burns, the National Recruitment Ambassador for the Timpson Group. Darren talks with Helen about The Timpson…
- Unlocking Vulnerability
Episode 34 - Mental Health First Aid
For Mental Health Awareness Week 2021, Helen is joined by Mental Health and well-being champion and trainer, Simon Nichols. Simon shares his insights on the…
- Unlocking Vulnerability
Episode 33 - The Benefits of Effective Policies
In this episode, Helen is joined by Business Psychologist, Ellice Whyte. Ellice shares the importance of having robust effective policies and together Helen…
- Unlocking Vulnerability
Episode 32 - Developing the Vulnerable Customer Experience
In this episode, Helen is joined by Vulnerable Customer Experience Consultant Carolyn Delehanty. Carolyn shares how organisations can develop a successful…
- Unlocking Vulnerability
Episode 31 - Yorkshire Building Society and Vulnerability
In this episode, Helen is joined by Sue Buckle, the Resolution Delivery Manager at Yorkshire Building Society. Sue shares how YBS have been supporting their…
- Unlocking Vulnerability
Episode 30 - Analysis of a Case Study
In this episode, Helen is joined by Martin Canwell, an Account Executive at Aptean Respond. Martin shares a personal case study and together, Martin and Helen…
- Unlocking Vulnerability
Episode 29 - My thoughts on the FCA Guidance
In this episode, Helen shares her thoughts on the Financial Conduct Authority's Guidance for firms on the Fair Treatment of Vulnerable Customers. Why not join…
- Unlocking Vulnerability
Episode 28 - Positives from the last 12 months
In this episode, Helen shares some of the positive aspects around vulnerability that have been seen in the last 12 months. Helen is also part of the…
- Unlocking Vulnerability
Episode 27 - Alternatives to Suicide
In this episode, Helen is joined by Chris Brown, a public speaker and podcaster on change and acceptance for those facing adversity. Chris shares his personal…
- Unlocking Vulnerability
Episode 26 - A bit about me
In this episode, Helen shares a bit about herself, background and how she came to be working in the vulnerability space. Why not join my next vulnerability…
- Unlocking Vulnerability
Episode 25 - Gambling Addiction - A Lived Experience
In this episode, Helen is joined by Matt Blanks, Project Manager at PeerAid at BetKnowMore. As a recovering gambling addict, Matt shares his personal story. He…
- Unlocking Vulnerability
Episode 24 - The Vulnerability Registration Service
In this episode, Helen is joined by Helen Lord, Director and Co-Founder of The Vulnerability Registration Service. Helen Lord shares the importance of…
- Unlocking Vulnerability
Episode 23 - Vulnerability and Maslow's Hierarchy of Needs
In this episode, Helen shares her thoughts on the correlation between vulnerability and Maslow's Hierarchy of Needs. Why not join Helen's next vulnerability…
- Unlocking Vulnerability
Episode 22 - Organisational strategy and training
In this episode, Helen is joined by Vanessa Northam, Head of Strategic Relationships at StepChange Debt Charity. Vanessa and Helen discuss the importance of…
- Unlocking Vulnerability
Episode 21 - Vulnerability and the Energy Market
In this episode, Helen is joined by Dr Elizabeth Blakelock, Principle Policy Manager at Citizens Advice in the energy policy team. Elizabeth and Helen discuss…
- Unlocking Vulnerability
Episode 20 - Action on Hearing Loss
In this episode, Helen is joined by Nick Wilkinson, Head of Access Solutions at Action on Hearing Loss. Nick and Helen discuss the thought-provoking numbers of…
- Unlocking Vulnerability
Episode 19 - Understanding the Importance of Lived Experience
In this episode, Helen is joined by Michael Hilton, Director at Three Hands. Michael discusses the value of lived experience and the important role it plays in…
- Unlocking Vulnerability
Episode 18 - The FCA Guidance on Treating Vulnerable Customers Fairly
In this episode, Helen is joined by Conduct Risk Expert Sally Pearce. Sally shares her thoughts and insights on the latest Financial Conduct Authority's…
- Unlocking Vulnerability
Episode 17 - The Other Side of the Counter!
In this episode, Helen is joined by Consumer Champion and Queen of Customer Service Jane Hawkes. Jane shares her insights on Customer Service and vulnerability…