The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

The Covid-19 pandemic has presented enormous challenges across society and contributed to the widening of inequalities across many measures.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

Chantal Free, Executive Officer of Capita’s People Solutions, explains how our Re-imagining HR survey shows that, while organisations are motivated to transform their models of working post-Covid, not all may fully plan for the challenges that lie ahead.

For many people, being released from prison can be a daunting prospect. According to UK charity Prison Reform Trust, a significant number of those entering the prison system suffer from mental health issues and learning disabilities, with up to 62% of offenders having a reading age of 11 or lower.

Christmas may well have come early in the FCA’s Consumer Duty feedback and consultation paper with more meaningful proposals for firms in the pursuit of delivering benefits for consumers. There’s not much detail in the underpinning cost/benefit analysis, but with only a nine-month implementation timescale, the New Year may well bring a costly hangover if firms aren’t preparing now.

Is your organisation ready for human-centred collections?

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

We’re thrilled to support Young Enterprise’s Young Money Challenge for the second year running.

One of the perks of my job is working with great people from the UK employability industry.