Customer Vulnerability Lead

3 weeks ago

North East England, United Kingdom Page Personnel Sales Full time

About Our Client

Page Group are working exclusively with a national energy & infrastructure organisation who are looking to appoint a Customer Vulnerability Lead to be based out of their North East offices. This role will lead programmes of work around Customer Vulnerability including operational readiness & social responsibility

This is an important role in supporting the organisation with their 4 year mission statement, and help achieve key business and industry wide objectives

Job Description

  • Be the voice for Vulnerable Customers within the organisation, ensuring they are put at the heart of thinking & decision making across the organisation, influencing colleague & stakeholders across the directorate, and successfully delivering on objectives
  • Use all data sources available regards customer feedback to help create and implement actionable changes that improve support for Vulnerable Customers
  • Continuously identify opportunities for positive change across to organisation, implementing said changes that will improve support and outcomes for Vulnerable Customers
  • Create an organisational culture of providing the best possible service and outcomes for Vulnerable Customers
  • Lead the onboarding of customers on to the Priority Service Membership, identifying and supporting various customer groups with varying vulnerabilities
  • Gain a strong understanding of organisational and industry wide regulations around supporting Vulnerable Customers, overseeing full adherence to regulations and requirements
  • Lead the vulnerable customer contact / communication programme, meeting agreed outcomes within set timescales
  • Lead on the data quality of Priority Member Services including data cleanse process and audit assessments
  • Work with wider teams to embed vulnerable customer support in all service lines across the business
  • Ensure the appropriate process and resources are available to meet the service delivery commitments for Vulnerable Customers
  • Produce reports for executive and board level members that include flagging under-performance and any remedial actions

The Successful Applicant

  • Experience delivering customer focused programmes of work
  • Ability to positively influence stakeholders across various levels
  • Ability to work to time sensitive deadlines
  • Experience working with key regulators
  • Either experience or interest in supporting vulnerable customer groups

What's on Offer

The role of Vulnerable Customer Lead will join a national leader within the Energy and Infrastructure sector.

Based in Durham / Sunderland Area, the role is fully on-site and may require occasional travel to other sites. The successful candidate will have a full UK driving license


The role offers a salary of £50,000 plus an annual bonus, along with excellent benefits including generous holiday allowance, strong pension offering and more #J-18808-Ljbffr

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