Customer Compliance

5 months ago

Bradford, United Kingdom Yorkshire Water Full time

**Location: Bradford with a hybrid, home working arrangement (3 days in the office a week - Bradford)**

We are currently looking for a Customer Compliance & Assurance Specialist to join our Customer Experience Strategy & Assurance team. This is a permanent opportunity, working full time, 37 hours per week - Monday - Friday within a working window of 8:00am-6:00pm

**What we do**:
Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. The Customer Experience Strategy & Assurance team are a key part of how we plan to meet the changing expectations of customers and regulators. You will support this through ensuring accurate reporting of customer measures and providing assurance of compliance with customer related regulations.

**Where you fit in**:
As our Customer Compliance & Assurance Specialist you will take on the role of a technical expert on all regulation and legal requirements across household, non-household and customer facing business units, ensuring they are compliant by providing level 2 assurance, identifying key risks and influencing decisions on changes to procedures and policies, along with proactively intervening when identifying risks through audits and process reviews.

**Some of the key responsibilities of the role are as follows -**

**Regulation**:

- Provide specialist technical advice on Household & Non Household regulation to influence decision-making across departments, providing analytical input into the development of solutions.
- Keep up to date with changes in regulation, and the performance in the industry and promote / raise awareness to the business areas

**Assurance**:

- Provide specialist technical advice and assurance relating to customer related policies, reporting requirements, compliance, complaint handling and customer experience strategy
- Undertake regular regulatory risk reviews across Customer Experience teams, ensuring these are being appropriately managed with controls in place. This will also involve communicating the risks and escalating the risks as required.
- Support the review and ongoing maintenance of our Customer Charter and Codes of Practice, to ensure compliance with regulation.
- Provide specialist technical knowledge and assurance for all regulatory training material ensuring it is accurate and compliant, updating and designing where required. Measuring the ongoing annual regulatory training completion.
- Provide assurance on Guaranteed Standards Scheme and Customer Charter to ensure payments are being applied in line with the guidance and that the appropriate controls are in place

**Reporting** - Co-ordinate and submit quarterly data requests to CCW - the voice for water consumers.
- Manage reconciliation and accurate publication of Performance Commitment data on behalf of Customer Experience, including the Annual Performance Reporting process
- Own the end to end process of the monthly C-Mex data requirements, providing validation of the data before any submission, in line with external requirements, through to downloading the results of the survey for Yorkshire Water to utilise.

**What skills & qualifications you will need**:

- Relevant qualifications and/or significant experience in compliance, risk management and / or assurance.
- Advanced knowledge and use of excel and analytical techniques, along with excellent attention to detail.
- An understanding of regulations and laws across the water industry and knowledge of retail competition and the Competition Act 1998 would be desirable, however full training can be provided.
- A confident communicator you will be able to build up effective working relationships with a range of key internal and external stakeholders.
- Strong influencing and negotiating skills
- Report and presentation writing skills, communicating ideas and concepts.
- Self-driven, able to use your own initiative.
- Hold the highest standards of integrity and ethics.

We embrace a flexible working model, where our hybrid setup typically requires an average of 3 days in the office per week. This could be slightly more when collaborative efforts, training or meeting deadlines demand it. For those who prefer to work on-site, our office is open Monday-Fri

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