At a Glance
- Tasks: Lead initiatives supporting vulnerable customers and shape industry policies for positive change.
- Company: Join a forward-thinking energy company dedicated to inclusivity and community support.
- Benefits: Competitive salary, performance bonus, generous holiday, and pension scheme.
- Other info: Dynamic role with opportunities for growth and impactful community engagement.
- Why this job: Make a real difference in people's lives while advancing your career in a meaningful way.
- Qualifications: Leadership experience and a passion for customer advocacy 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
Key Competencies:
- Excellent stakeholder engagement and partnership-building skills
- Strategic thinker with experience influencing policy and regulatory outcomes
- Excellent communication and interpersonal skills
Essential Qualifications & Experience:
- Strong leadership and project management capabilities
- Experience working within a regulated environment
- People management experience
- 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. Please confirm in our application if you are content for this check to be completed.
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 Sunderland employer: Northern Powergrid
At Northern Powergrid, we pride ourselves on being an exceptional employer dedicated to supporting our employees' growth and well-being. With a strong focus on inclusivity and community impact, our Sunderland and Castleford offices offer a collaborative work culture, competitive benefits including a 15% performance bonus and generous holiday allowance, and ample opportunities for career advancement in the energy sector. Join us in making a meaningful difference for vulnerable customers while developing your professional skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Vulnerability Manager in Sunderland
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect 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 it.
✨Tip Number 3
Showcase your passion! When you get the chance to chat with potential employers, let your enthusiasm for supporting vulnerable customers shine through. Share stories of how you've made a difference in similar roles.
✨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 candidates who are genuinely excited about joining our team.
We think you need these skills to ace Customer Vulnerability Manager in Sunderland
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 led or been part of!
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 motivated teams and driven results in previous roles.
Highlight Stakeholder Engagement:This role involves building strong relationships with various stakeholders. Be sure to include specific examples of how you've engaged with charities, consumer bodies, or local forums in your past work. We’re keen to see your communication and partnership-building skills in action!
Apply Through Our Website:We encourage you to apply directly through our website at northernpowergrid.com/careers. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy to do!
How to prepare for a job interview at Northern Powergrid
✨Know Your Vulnerable Customer Landscape
Familiarise yourself with the specific challenges faced by vulnerable customers in the energy sector. Research current policies and initiatives that support these customers, as well as the role of the Priority Services Register (PSR). This knowledge will help you demonstrate your understanding of the position and its impact.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or project, particularly in a regulated environment. Highlight how you’ve influenced policy or improved service delivery for vulnerable customers, as this will resonate well with the interviewers.
✨Engage with Stakeholders
Think about how you would build relationships with various stakeholders, such as charities and local organisations. Be ready to discuss strategies you've used in the past to engage and collaborate with different groups, as this is crucial for the role.
✨Emphasise Inclusive Service Design
Be prepared to talk about your commitment to inclusive service design. Share any relevant experiences where you’ve implemented changes to improve accessibility or customer experience for vulnerable populations, showcasing your dedication to continuous improvement.
