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)