Customer Policy Manager
Working hours 37 Hours
Employment type Permanent
Salary Up to £60,000 per annum
Location Pity Me, Durham/Hybrid working
We’re open to discussing flexible working
Responsibilities
As Customer Policy Manager, you will play a critical role in ensuring NWG meets and exceeds its obligations under the Customer Focused Licence Condition and the Consumer Involvement Rule. Acting as the recognised subject matter expert, you will lead on compliance, assurance and continuous improvement across customer policies, procedures and governance. You will work closely with Regulation & Assurance, Internal Audit and the Group Organisational Compliance teams to horizon scan regulatory change, respond to consultations and calls for evidence, and ensure robust reporting through mechanisms such as Annual Performance Reporting. You will take ownership of internal audit programmes within the Customer teams, using insight and evidence to identify risks, drive improvement and provide assurance to senior leaders, including the Customer Leadership Team. A key part of the role involves building strong relationships across the business to ensure responsibilities are clearly understood, issues are identified early and appropriate escalation routes are in place. You will prepare and agree compliance statements, brief senior stakeholders on regulatory developments, and lead on reviewing and updating customer policies and related literature to ensure they remain compliant, relevant and customer focused. Alongside this, you will build strong and positive relationships with stakeholders such as Ofwat, CCW and industry peers, and contribute to wider customer excellence initiatives including ServiceMark, BSI Service Excellence and UKCSI. Your work will directly support the delivery of our Unrivalled Customer Experience Strategy and strong performance against C-MeX, embedding learning and best practice into a culture of continuous improvement.
Qualifications
You will bring proven experience of auditing within a regulated environment, with the ability to interrogate systems, analyse data and produce clear, high-quality reports for senior and regulatory audiences. You will have strong knowledge of customer-focused regulatory requirements, along with experience of writing and reviewing policies, identifying risk and delivering sustainable improvements. Your ability to build credibility and influence at all levels, including with senior managers and directors, will be essential to your success in this role. Highly organised and confident managing audits as projects, you will be skilled at prioritising workload and working to deadlines while maintaining exceptional attention to detail. You will be a clear and persuasive communicator, comfortable delivering training, leading discussions and constructively challenging where needed. Strong analytical skills, sound numeracy and confidence using tools such as Excel, PowerPoint and wider Microsoft Office applications will underpin your day-to-day work. Most importantly, you will demonstrate authentic leadership, emotional intelligence and resilience, with a strong customer mindset and a drive to make things better. Whether working independently or leading across the business, you will combine evidence-based decision making with adaptability and initiative, helping to ensure the organisation remains compliant, forward-looking and focused on delivering positive outcomes for customers.
EEO Statement
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work. Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity. We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
DBS Requirement
This role will require a DBS to be completed prior to employment. NWG are an inclusive employer who support the rehabilitation of offenders, but we will not consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
Benefits
* Generous holiday entitlement starting at 26 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There’s also the option to buy or sell holidays.
* Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
* Free access to local attractions.
* A fantastic discount scheme, with savings on days out, shopping, travel and more.
* Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
* Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
* Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
* Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
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