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What key examples of good practice has the FCA highlighted from their review of firm’s Consumer Duty implementation plans?

As an individual involved in insurance distribution, you have an ongoing responsibility to keep developing your skills and expanding your knowledge to ensure the best outcomes for customers. However, as well as being a regulatory requirement, CPD offers you a chance to develop new skills and knowledge. How can CPD benefit your career prospects?

Last week, we looked at diversity and inclusion in customer services under the Consumer Duty. In this article, we will be looking specifically at disability, one of the nine protected characteristics, and how it can affect a customer’s experience.

Following a review of Consumer Duty implementation plans the FCA has highlighted 3 key areas firms may need to reconsider. What does your insurance firm need to know to remain compliant?  

Failure to recognise the diverse needs of certain groups can lead to customers receiving poor outcomes. How can customer services staff communicate more effectively to help deliver better outcomes for all?

Most people will have come across the terms, “micro” and “macro” learning, but what is the difference? This article examines how these training structures can improve the learner journey.

Inclusive design aims to remove barriers for as many people as possible, not just those with protected characteristics or characteristics of vulnerability. Why is it important for insurance firms to improve accessibility by implementing inclusive design practices throughout their products and services?

A high staff turnover rate can result in a decrease in productivity and an increase in the cost of recruiting and training new employees. Employing a Learning Management System (LMS) can help mitigate this issue and improve overall business performance.

Just as the recruitment market had begun to stabilise after the COVID-19 pandemic with an increase in demand for remote working, UK businesses now face yet more economic uncertainty following the recent announcement of an expected recession. How can businesses navigate recruitment and workforce planning effectively as we start to face these new challenges?

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