Affordability and Vulnerability Manager
Bristol or Exeter
South West Water – SWW - Customer Services /
Fixed Term Contract /
On-site
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Do you want to be a pioneer in driving performance to provide high quality customer service? Would you like to work within a collaborative team where your skills and experience can make a difference?
We currently have a fantastic opportunity available for an Affordability and Vulnerability Manager to join our team based in Bristol or Exeter. You will join us on a 6 month fixed term contract basis, and in return, you will receive a competitive salary of £35,000 - £37,000 per annum plus a range of excellent company benefits + rewards.
About the role:
Our Affordability and Vulnerability Manager is responsible for informing and developing the companies affordability and vulnerability strategies which are at the heart of our Customer and wider Company commitments and approach.
You will develop new and lead on existing partnership arrangements. Through this, horizon scanning, stakeholder, industry and third sector engagement you will continually review and refresh our strategies to ensure they provide they are fully compliant with all relevant legislation and provide the best possible service and protections for customers in vulnerable circumstances.
Our Affordability and Vulnerability Manager is also responsible for the relationship with the FreshStart Board who oversee the FreshStart Fund. This includes arranging wider affordability and vulnerability panels and groups which champion the interests of vulnerable customer groups and seeks input to support policy development and maintain / gain advocacy.
What you’ll be doing:
- Representing the company in industry and cross sector meetings and forums, and positively engaging and presenting our approach and vision and learning from best practice approaches in order to continually evolve our own strategies
- Working closely with Customer Service teams to ensure that processes and customer experiences are fulfilled and training and support is provided wherever necessary so that whenever a customer is in need of extra help this is identified and provided
- Ensuring accreditations that demonstrate our ‘best practice’ approach are achieved and maintained including the BSI Inclusive Kitemark
- Maintaining, developing and driving the delivery of the Customer Care Strategy for South West Water and Bournemouth Water customers ensuring that this at the forefront of customer journey design, decision making processes and strategy development
- Leading for the ISO-22458 Inclusive Service Provision audit and the successful outcome
- Taking ownership and accountability for your team delivering consistent high quality customer service, with you leading by example as their manager
- Taking responsibility for the delivery of wider projects relating to Domestic Customer Services goals and objectives where required
- Creating an environment where all team members can positively contribute to identify process improvement opportunities or highlight corrective activities to ensure maximum team performance is achieved
What we are looking for:
- Educated to a degree level or evidence of working at this level
- Proven experience of building relationships with internal and external customers and stakeholders
- Proven experience of project work and working to timescales and deadlines
- Excellent customer service experience
- Excellent verbal and written communication skills
- Influencing skills
- Experience of working with word, excel etc
- Prioritisation skills, with the ability to manage multiple strands of work at the same time
- Strong interpersonal skills with the ability to communicate and influence at all levels o the business and build key working relationships, both internal and external
- An excellent attention to detail with the ability to consistently deliver accurately and timely information
- Experience of working with customer stakeholder groups for example Citizens Advice, Social Housing providers
What's in it for you:
- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility
- Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
- We offer free car parking at the majority of our sites
- Take up to 26 weeks’ additional maternity leave
- Share your parental leave and split your time off to care for your child how you choose
- Invest in Pennon Group plc through our employee share schemes
- We support our people by offering a free, confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
- A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
- And plenty more!
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:
Closing Date: Thursday 25th April 2024
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
