Vulnerability Lead

3 months ago

Reading, United Kingdom Thames Water Utilites Full time

**Who are we?**

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

Thames Water are currently looking to recruit a** Vulnerability Lead**

**About the Role**:
As the Vulnerability Lead you will be responsible for owning support propositions for customers in vulnerable circumstances who are struggling to pay their water bill or will need priority services to meet their inclusive service needs. You will need to Identify and define improvements to continuously improve our service. Engaging with external and internal stakeholders to raise awareness, increase the numbers of customers benefiting from our support and capture insight and best practice.

**Main Responsibilities**
- Own support propositions ensuring that outcomes meet customer’s needs, engaging with operational teams to ensure adoption and utilisation.
- Identify gaps and opportunities for continuous improvement to meet needs of customers and ensure Thames Water provides an inclusive service.
- Hold the plan for growth of support services, oversee reporting of historical and future growth to defined method statement and share with internal and external stakeholders. This may require simplistic modelling or coordination of analysis undertaken by others.
- Maintain an external stakeholder map accurate and up to date and leverage for broadcast communications, stakeholder research, attendance at corporate events, join the Vulnerability Network that you will own. Use data, external insight and internal capabilities to focus on partners that will add the most strategic value
- Lead our ‘Underrepresented’ community engagement approach, engaging with internal and external stakeholders to increase awareness and reach of our plans, with measurable outcomes.
- Take opportunities to talk at conferences, networks, regulator led and industry led working groups to foster collaboration, learn best practice, demonstrate thought leadership and showcase our work.

**What we are looking for**:

- Stakeholder engagement - strong relationship management skills with an ability to influence at all levels and create value through partnerships
- Communication - confident presentation skills to convey complex messages
- Analytical - good verbal and numerical reasoning to enable development of business cases and strategic plans.
- No specific qualifications required but expectation of being educated to equivalent of degree level
- Able to demonstrate track record of influencing and directing the creation and maintenance of business capabilities that create consistent outcomes for customers.
- Able to demonstrate value added through partnerships, managing initiatives to an outcome

**What’s in it for you?**

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.

Find out more about working at Thames Water

We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an Ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.

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