Head of Customer Vulnerability

2 days ago

Walsall, United Kingdom South Staffs Water Full time £150 - £200

£50-60k Plus Car Allowance And Other BenefitsThe experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.Location : Green Lane, Walsall (with travel to Cambridge and community events)Reports to : Customer Service DirectorDirect Reports : 3Make a Real Difference : Lead Our Customer Vulnerability StrategyAre you passionate about supporting customers who need it most? Do you want to shape initiatives that truly change lives? At South Staffs and Cambridge Water, we’re looking for a visionary Head of Customer Vulnerability to lead our mission of ensuring every customer receives the care and support they deserve.About The RoleAs Head of Customer Vulnerability, you’ll design and deliver strategies that make a tangible impact on customers experiencing financial hardship or other vulnerabilities. You’ll lead a dedicated team, build strong partnerships, and champion best practices across the industry. From managing our Priority Services Register to launching affordability programmes and driving community engagement, this is a role where your leadership will directly improve lives.About UsSouth Staffs and Cambridge Water is more than a water company; we’re a trusted partner to our communities. We pride ourselves on delivering exceptional service while supporting those who need extra help. Our values : Professional, Trusted, Impactful and Community Focused, guide everything we do.Key ResponsibilitiesShape and deliver our vulnerability strategy and action plan.Lead initiatives to grow and cleanse Priority Services Register data.Launch and manage affordability support programmes.Oversee our Charitable Trust and social tariff processes.Drive community engagement with measurable outcomes.Collaborate with industry partners to share best practices and improve support.Ensure compliance with regulatory requirements and maintain robust reporting.What You’ll NeedSignificant experience in customer vulnerability, regulatory compliance, or related fields.Proven ability to lead teams and deliver complex programmes.Strong analytical skills with a data-driven approach.Excellent communication and stakeholder engagement skills.Commercial awareness and a passion for social impact.What You’ll Get In ReturnSalary - £50-60k plus bonus and car allowanceFamily-Friendly LeaveEnhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.Financial & Life AssuranceLife Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options.Health & WellbeingEmployee Assistance Programme (8 counselling sessions) and 24 / 7 Virtual GP access for you and your dependents.Lifestyle & PerksCycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.Professional DevelopmentHands-on training and ongoing career development opportunitiesInclusion & BelongingActive People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more. xpwpeyx Performance & RecognitionAnnual salary review, Reward & Recognition Scheme, and Long Service Awards.Flexibility & OpportunitiesInternal Opportunities, Secondments, Hybrid working (role dependant)

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