Customer Vulnerability Lead

• Customer Vulnerability Lead
• Energy & Infrastructure sector
• £50,000 plus bonus
• Wakefield Area

Client Details

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

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

Profile

• 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

Job Offer

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

Based in Wakefield, 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