Customer Vulnerability Lead

3 weeks ago

Wakefield, United Kingdom Page Personnel Full time

Customer Vulnerability Lead
- Wakefield

**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 Wakefield 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
- 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.

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