Head of Customer Vulnerability in Walsall

Job description

£50-60k Plus Car Allowance And Other Benefits

Location: Green Lane, Walsall (with travel to Cambridge and community events)

Reports to: Customer Service Director

Direct Reports: 3

Make a Real Difference: Lead Our Customer Vulnerability Strategy

Are 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 Role

As 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 Us

South 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 Responsibilities

• Shape 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 Need

• Significant 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 Return

Salary - £50-60k plus bonus and car allowance

Family-Friendly Leave

Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.

Financial & Life Assurance

Life Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options.

Health & Wellbeing

Employee Assistance Programme (8 counselling sessions) and 24/7 Virtual GP access for you and your dependents.

Lifestyle & Perks

Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.

Professional Development

Hands-on training and ongoing career development opportunities

Inclusion & Belonging

Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more.

Performance & Recognition

Annual salary review, Reward & Recognition Scheme, and Long Service Awards.

Flexibility & Opportunities

Internal Opportunities, Secondments, Hybrid working (role dependant)

Extra information

Status

Closed

Education Level

Secondary School

Location

Walsall

Type of Contract

Part-time jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English