Customer Vulnerability Lead in Havant

We're making a difference: Together, we can ensure that there is enough water for everyone, now and in the future. At Portsmouth Water, we are committed to ensuring every customer receives the support they need. We are seeking a driven leader to shape and deliver our Customer Vulnerability Strategy, turning regulatory commitments into practical action that makes a real difference in our communities. You will lead performance across key vulnerability measures, including the Priority Services Register and social tariffs, while working collaboratively across the business and with local partners to ensure our approach is joined-up, visible and truly outcome‐focused.

What will you be doing?

• Own delivery of our Vulnerability Strategy and delivery plan whilst ensuring it remains up to date and relevant.
• Lead PSR growth, data quality, data cleanse and insight activity.
• Coordinate and support delivery of social tariff and affordability initiatives.
• Build and manage community partnerships to extend reach into hard‐to‐engage groups.
• Work with internal teams to embed vulnerability considerations into operational processes.
• Translate regulatory and stakeholder expectations into deliverable business actions.
• Produce clear reporting and insight on vulnerability performance and outcomes.
• Represent Portsmouth Water in local, regional and national forums.
• Own delivery and monitoring of our customer licence conditions for vulnerable customers.
• Understand vulnerability customer insights to ensure our future strategies and business planning reflect vulnerable customer feedback.
• Drive any legislative changes that are focused on vulnerable customer support.

What do you need?

• Strong relationship‐building and networking skills, with the ability to engage, influence and maintain effective partnerships across internal teams and external stakeholders, including community groups and national bodies.
• Excellent communication and interpersonal skills, with the ability to engage sensitively with vulnerable customers and clearly articulate vulnerability priorities to a wide range of audiences, including senior leaders and external partners.
• Proven ability to work across organisational boundaries in a matrix environment, coordinating activity across multiple teams to deliver shared customer outcomes.
• Strong analytical and problem‐solving skills, with the ability to interpret performance data, identify trends and use insight to drive improvements in vulnerability outcomes.
• Strategic thinking combined with a practical, delivery‐focused approach, ensuring plans translate into measurable and meaningful customer impact.
• Proven experience leading vulnerability, affordability, community engagement or customer support activity within a complex organisation.
• Demonstrable experience developing and delivering strategies or programmes that improve outcomes for vulnerable or hard‐to‐reach customers.
• Experience working with external partners such as charities, local authorities, community organisations or national bodies to deliver joint outcomes.
• Experience owning or contributing to performance metrics, reporting and governance in a regulated or customer‐focused environment.

We recognise people want to work in a variety of different ways, and that's why we're happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

We're committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK. Due to the high volume of applications we may receive, we're unable to respond to every applicant individually. If your application is of interest, we'll usually be in touch within 4 weeks of receiving it.

What can Portsmouth Water offer you?

• Enjoy 27 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.
• We'll help secure your future with a generous pension scheme, contributing up to 15% because your tomorrow matters as much as your today.
• You could earn a non‐contractual bonus of up to 6% of your basic salary, linked to company performance because when we succeed together, you should benefit too.
• Whether you're welcoming a new arrival through birth or adoption, we've got you back with enhanced maternity, paternity, and adoption leave and pay.
• All expenses covered summer and winter social events.
• Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.
• Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am-10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.
• Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like Electric Vehicle Scheme (after 1 year), Cycle to Work Scheme, Health Cash Plan and so much more!