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- Tasks: Lead initiatives to support customers facing vulnerabilities and improve their lives.
- Company: Join South Staffs and Cambridge Water, a community-focused water company.
- Benefits: Competitive salary, car allowance, family-friendly leave, and wellness support.
- Why this job: Make a real difference in people's lives while shaping impactful strategies.
- Qualifications: Experience in customer vulnerability and strong leadership skills required.
- Other info: Enjoy flexible working options and ongoing professional development opportunities.
The predicted salary is between 50000 - 60000 £ per year.
Location: Green Lane, Walsall (with travel to Cambridge and community events)
Reports to: Customer Service Director
Direct Reports: 3
Make a Real Difference: Lead Our Customer Vulnerability Strategy
Are you passionate about supporting customers who need it most? Do you want to shape initiatives that truly change lives? At South Staffs and Cambridge Water, we’re looking for a visionary Head of Customer Vulnerability to lead our mission of ensuring every customer receives the care and support they deserve.
About The Role
As Head of Customer Vulnerability, you’ll design and deliver strategies that make a tangible impact on customers experiencing financial hardship or other vulnerabilities. You’ll lead a dedicated team, build strong partnerships, and champion best practices across the industry. From managing our Priority Services Register to launching affordability programmes and driving community engagement, this is a role where your leadership will directly improve lives.
About Us
South Staffs and Cambridge Water is more than a water company; we’re a trusted partner to our communities. We pride ourselves on delivering exceptional service while supporting those who need extra help. Our values: Professional, Trusted, Impactful and Community Focused, guide everything we do.
Key Responsibilities
- Shape and deliver our vulnerability strategy and action plan.
- Lead initiatives to grow and cleanse Priority Services Register data.
- Launch and manage affordability support programmes.
- Oversee our Charitable Trust and social tariff processes.
- Drive community engagement with measurable outcomes.
- Collaborate with industry partners to share best practices and improve support.
- Ensure compliance with regulatory requirements and maintain robust reporting.
What You’ll Need
- Significant experience in customer vulnerability, regulatory compliance, or related fields.
- Proven ability to lead teams and deliver complex programmes.
- Strong analytical skills with a data-driven approach.
- Excellent communication and stakeholder engagement skills.
- Commercial awareness and a passion for social impact.
What You’ll Get In Return
- Salary - £50-60k plus bonus and car allowance.
- Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
- Financial & Life Assurance: Life Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options.
- Health & Wellbeing: Employee Assistance Programme (8 counselling sessions) and 24/7 Virtual GP access for you and your dependents.
- Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
- Professional Development: Hands-on training and ongoing career development opportunities.
- Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more.
- Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
- Flexibility & Opportunities: Internal Opportunities, Secondments, Hybrid working (role dependant).
Head of Customer Vulnerability in Birmingham employer: South Staffs Water
Contact Detail:
South Staffs Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Vulnerability in Birmingham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups, and don’t be shy about reaching out 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 mission around customer vulnerability and think of examples from your experience that align with their goals. This shows you’re not just interested in any job, but specifically in making a difference with them.
✨Tip Number 3
Practice your pitch! Be ready to explain why you’re the perfect fit for the Head of Customer Vulnerability role. Highlight your leadership skills and passion for social impact. A confident and clear presentation can make all the difference in landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at South Staffs and Cambridge Water.
We think you need these skills to ace Head of Customer Vulnerability in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer vulnerability and leadership. We want to see how your skills align with our mission of supporting those who need it most.
Showcase Your Impact: When detailing your previous roles, focus on the tangible outcomes you’ve achieved. We love seeing numbers and results that demonstrate your ability to make a real difference in the community.
Be Authentic: Let your passion for social impact shine through in your application. We’re looking for someone who genuinely cares about helping customers, so don’t be afraid to share your personal motivations and experiences.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at South Staffs Water
✨Know Your Stuff
Before the interview, dive deep into South Staffs and Cambridge Water's mission and values. Understand their approach to customer vulnerability and think about how your experience aligns with their goals. This will show that you're genuinely interested in making a difference.
✨Showcase Your Leadership Skills
As a Head of Customer Vulnerability, you'll be leading a team. Prepare examples of how you've successfully led teams in the past, especially in challenging situations. Highlight your ability to inspire and motivate others to achieve common goals.
✨Be Data-Driven
Since the role requires strong analytical skills, come prepared with examples of how you've used data to drive decisions or improve processes. Discuss any relevant metrics or outcomes from previous initiatives you've led, particularly those related to customer support.
✨Engage with Community Focus
Community engagement is key for this role. Think about past experiences where you've collaborated with community partners or driven initiatives that had a measurable impact. Be ready to discuss how you would approach building partnerships in this new role.
