Customer Vulnerability & Safeguarding Manager
Water Utility Company based in Yorkshire region of England. Location: Bradford / Hybrid Working (Typically in the office at Bradford 2-3 days per week).
We have an exciting opportunity for a Customer Vulnerability & Safeguarding Manager to join us in the Customer Experience function and be responsible for creating & implementing strategic plans for supporting & safeguarding our vulnerable customers.
Salary: up to £60k per annum dependant on experience.
What We Do
We provide essential water and wastewater services to the Yorkshire region, protecting communities, the environment, and supporting the health, wellbeing and prosperity of the region. New environmental legislation and changing customer expectations make this an exciting time to contribute to the water industry.
What You’ll Do
* Create and implement the strategic plan for supporting and safeguarding vulnerable customers, including external partnerships and development/deployment of internal policy, procedures and capabilities.
* Ensure compliance with legislation and drive delivery against the vulnerability strategy.
* Represent the company at regional and national forums; influence and promote changes to behaviours and culture around safeguarding & vulnerability.
* Collaborate with multiple business areas to identify and deliver opportunities for improvement aligned with the business strategy.
What Skills & Qualifications We’re Looking For
* Experience of vulnerable customer strategy, policy and procedure development and implementation
* Experience in multi-agency and authority working in a large organisation utility or other complex operational organisations is an advantage
* Customer safeguarding management or significant work experience
* Strong stakeholder management and engagement skills; ability to develop and maintain internal and external relationships
* Ability to negotiate and influence stakeholders at all levels to ensure delivery of projects on time and to budget
* Excellent communication, presentation and report writing skills
* Experience of matrix team management and working at a senior leadership level
* Ability to train and develop operational and technical teams; coach and influence senior management
* Ability to work without close supervision and to agreed targets and standards
* Ability to focus on specific activities while understanding the wider impact of service delivery to all customers
* Strong team mentality and willingness to collaborate with others
* Technical understanding of the water industry would be an advantage
* Prepared to undergo (successful) security clearance to SC level and DBS checks
* Track record of driving high performance through Quality Assurance and Risk Management
* Proven track record of data interpretation / analysis
* Holds full UK driving licence
You Will Also Benefit From Having
Flexible working patterns and job share options where possible to help balance work and home life. We understand childcare responsibilities and work-life balance needs.
Recruitment Process
Closing date: 26 October 2025. If successful for the role, you will be required to undergo pre-employment checks that may include a Basic Disclosure Check via a third-party provider. Depending on the role, you may also undergo security vetting for Counter Terrorist Check or Security Check clearance. All roles are subject to medical questionnaires and additional medicals where required. We are committed to removing barriers and ensuring our recruitment process is accessible to everyone; adjustments are available on request.
Kelda Group reserve the right to close this position before the published closing date. No agencies please.
Notes
Location: Bradford, West Yorkshire (UK). This listing reflects current information; salary and benefits are subject to change.
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