At a Glance
- Tasks: Lead initiatives supporting vulnerable customers and manage a dedicated team.
- Company: Join Northern Powergrid, a leader in energy services with a focus on community support.
- Benefits: Competitive salary, 15% performance bonus, and excellent career growth opportunities.
- Other info: Flexible work locations in Sunderland or Castleford, with a commitment to inclusivity.
- Why this job: Make a real difference in people's lives while shaping energy policies for the future.
- Qualifications: Strong leadership skills and experience in regulated environments are essential.
The predicted salary is between 55000 - 65000 £ per year.
As the Customer Vulnerability Manager, you will lead the strategic development and operational delivery of services that support customers in vulnerable circumstances. This includes managing the Priority Services Register (PSR), delivering energy advice and community energy initiatives, ensuring regulatory compliance and embedding vulnerability awareness and inclusive service design across the organisation. The role includes shaping and influencing policy at both industry and government levels to ensure the needs of vulnerable customers are met now and throughout the energy transition. You will provide line management to a team of six, supporting the successful delivery of the vulnerability and community energy work programme and can be based either at our Sunderland or Castleford offices.
Key Responsibilities:
- Work with the Director of Customer Service to manage and oversee the delivery of commitments to vulnerable customers.
- Design and continuously improve Priority Services Membership (PSM) customer journeys across Northern Powergrid’s services.
- Lead the design and delivery of targeted energy advice initiatives to support customers in managing energy use, reducing bills, and accessing low carbon technologies.
- Develop and maintain partnerships with community organisations to provide training, guidance and advice on designing and delivering community energy projects.
- Build and maintain strong relationships with stakeholders including charities, consumer bodies, and local resilience forums to inform service design and delivery.
- Engage with Ofgem and DESNZ on the policy framework that supports delivery of services for vulnerable customers.
- Ensure full compliance with licence conditions relating to consumer vulnerability, including obligations relating to PSM customer contact, safeguarding, regulatory report production and minimum service levels.
Essential Qualifications & Experience:
- Strong leadership and project management capabilities.
- Experience working within a regulated environment.
- Commitment to inclusive service design and continuous improvement.
Desirable Qualifications & Experience:
- Strong understanding of regulatory frameworks and industry obligations related to vulnerable customers.
- Proven experience in customer vulnerability, consumer advocacy, or public service delivery.
- Knowledge of energy systems, fuel poverty, and community energy is desirable.
In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers' premises. Consequently, as this role may involve visiting and entering our customers' premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check.
Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re‑assignment, race, age or disability, in accordance with the Equality Act 2010.
Customer Vulnerability Manager in Castleford employer: Northern Powergrid
At Northern Powergrid, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee growth and development. As a Customer Vulnerability Manager, you will not only lead impactful initiatives for vulnerable customers but also benefit from a competitive salary, a 15% performance bonus, and excellent career advancement opportunities in our Sunderland or Castleford offices. Join us in making a meaningful difference while enjoying a collaborative environment that values inclusivity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Vulnerability Manager in Castleford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer vulnerability and think about how your experience aligns with their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Customer Vulnerability Manager role. Keep it concise and focus on how you can contribute to their goals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love hearing from passionate candidates who are eager to make a difference in the energy sector.
We think you need these skills to ace Customer Vulnerability Manager in Castleford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with customer vulnerability and community energy initiatives. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects you've worked on!
Showcase Your Leadership Skills:As a Customer Vulnerability Manager, you'll be leading a team. Use your application to demonstrate your leadership style and any successful projects you've managed. We love to see examples of how you've influenced policy or improved services for vulnerable customers.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your passion for supporting vulnerable customers shines through in your writing.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Northern Powergrid
✨Know Your Stuff
Make sure you understand the key responsibilities of the Customer Vulnerability Manager role. Familiarise yourself with the Priority Services Register and community energy initiatives. Being able to discuss these topics confidently will show your passion and preparedness.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be ready to share examples of your leadership experience. Think about times when you've successfully led projects or influenced policy changes. Highlight how you can inspire and support your team in delivering services for vulnerable customers.
✨Engage with Stakeholders
Demonstrate your ability to build relationships with various stakeholders. Prepare examples of how you've collaborated with charities, consumer bodies, or local organisations in the past. This will illustrate your strong communication skills and your commitment to inclusive service design.
✨Stay Updated on Regulations
Brush up on the regulatory frameworks related to consumer vulnerability and energy systems. Being knowledgeable about Ofgem and DESNZ policies will not only impress your interviewers but also show that you're serious about compliance and advocacy for vulnerable customers.
