Webinar: The Consumer Duty Skills Toolkit

Wednesday, 08 March 2023
9:30 am – 11:00 am (UK time)
    • Jeff Heasman, Insurance Upskill

This session will be run in two webinars of one and half hours each. The second webinar is scheduled for 4th April.

The Consumer Duty Skills Toolkit

Two key pillars of the new Consumer Duty are consumer understanding and consumer support. With a move towards outcomes-based regulation, the need for a skills toolkit to stay on the right side of the regulation is critically important.

During this session, you will learn skills based around:
➢ working in an outcomes-based regulatory environment
➢ communicating in a way that aids accessibility and understanding
➢ checking understanding to facilitate informed decision-making
➢ recognising and handling behavioural biases throughout the customer journey
➢ recognising and dealing with vulnerable customers

The session is interactive and includes exercises and simulations that will help you practise the skills learnt and how to evidence outcomes. It is aimed at those working within the UK insurance and financial services industry.

Speaker Biography


Jeff Heasman is a leading international trainer and is recognised throughout the world for his work around soft skills within the insurance and financial services industries. Jeff holds both a bachelors and masters degree in laws and after many years of experience working within the legal and insurance industries as a litigation executive and senior liability adjuster, Jeff subsequently qualified as a language instructor and is a certified practitioner member of the Academy of Modern Applied Psychology.

Jeff has been Dean of the Faculty of Law at Cavendish University Zambia (CUZ) in Africa, where he was also a lecturer in the law of torts. He has also been a tutor in law and language at Swansea University. He has delivered courses in Business English to MBA students and company directors at ESIC University in Pamplona, Spain.

Jeff has delivered many public lectures on subjects such as the law of torts and plain language and has provided training in insurance law and practice to some of the world's largest and most prestigious organisations, as well as regularly providing seminars for the Chartered Insurance Institute (CII) and Chartered Institute for Securities and Investments (CISI)

  • Online

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 1/2 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.