Customer Vulnerability Lead

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 North East offices. This role will lead programmes of work around Customer Vulnerability including operational readiness & social responsibilityThis is an important role in supporting the organisation with their 4 year mission statement, and help achieve key business and industry wide objectives
Job DescriptionBe 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 objectivesUse all data sources available regards customer feedback to help create and implement actionable changes that improve support for Vulnerable CustomersContinuously identify opportunities for positive change across to organisation, implementing said changes that will improve support and outcomes for Vulnerable CustomersCreate an organisational culture of providing the best possible service and outcomes for Vulnerable CustomersLead the onboarding of customers on to the Priority Service Membership, identifying and supporting various customer groups with varying vulnerabilitiesGain a strong understanding of organisational and industry wide regulations around supporting Vulnerable Customers, overseeing full adherence to regulations and requirementsLead the vulnerable customer contact / communication programme, meeting agreed outcomes within set timescalesLead on the data quality of Priority Member Services including data cleanse process and audit assessmentsWork with wider teams to embed vulnerable customer support in all service lines across the businessEnsure the appropriate process and resources are available to meet the service delivery commitments for Vulnerable CustomersProduce reports for executive and board level members that include flagging under-performance and any remedial actions The Successful ApplicantExperience delivering customer focused programmes of workAbility to positively influence stakeholders across various levelsAbility to work to time sensitive deadlinesExperience working with key regulatorsEither 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.Based in Durham / Sunderland Area, 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
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