Customer Vulnerability Outcome Specialist

Customer Vulnerability Outcomes Specialist

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer a competitive salary, depending on experience £42,090 -£52,613
• Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Vulnerability Outcomes Specialist progression plan
• 25 days annual leave plus bank holidays – plus 2 extra wellness days!
• Life assurance cover of 4 times pensionable salary
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. 
• Retail savings scheme 
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Leeds Valley Park - Hybrid Working (2 days office a week)

Work type: Permanent. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Customer Vulnerability Outcomes Specialist to join the Customer Experience team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. Customer Experience is a key part of how we plan to meet the changing expectations of customers and regulators. 

This is an opportunity to make a real difference to customers in vulnerable circumstances by helping Yorkshire Water understand, assure and improve the outcomes they experience. Working across customer insight, operational performance, case reviews and regulatory requirements, you'll identify areas where customers may face avoidable harm or unequal outcomes and translate findings into meaningful improvements. The role also provides dedicated support for customer safeguarding referrals, helping colleagues recognise concerns, navigate referral processes and ensure cases are managed sensitively, consistently and in line with agreed safeguarding arrangements. As part of the team, you'll play a key role in delivering Yorkshire Water's vulnerability and safeguarding strategies, providing assurance that commitments, policies and controls are working effectively to support customers when they need us most.

Where you fit in:

As our Customer Vulnerability Outcomes Specialist you will

• Monitor outcomes for customers in vulnerable circumstances across priority customer journeys, incidents and service channels, identifying areas of potential harm, exclusion or unequal outcomes.
• Analyse complaints, customer insight, Priority Services Register data, safeguarding referrals and operational performance information to identify themes, trends and opportunities for improvement.
• Conduct detailed case reviews and deep-dive investigations to assess whether support provided was accessible, timely, appropriate and effective for customers' needs.
• Deliver independent assurance of vulnerability-related services, controls, policies and commitments, providing evidence-based challenge and recommendations to strengthen customer outcomes.
• Track and validate vulnerability improvement plans, ensuring actions address root causes, have clear ownership and result in measurable, sustainable improvements.
• Produce high-quality insight, reporting and outcome-focused recommendations for managers, governance forums and regulatory assurance activities.
• Provide day-to-day support for customer safeguarding referrals, gathering relevant information, making timely risk-based decisions and coordinating internal and external responses where customers may be at immediate or significant risk of harm
• Build strong relationships across operational teams and support functions, acting as a subject matter expert on vulnerability, safeguarding, customer harm and industry best practice while supporting delivery of Yorkshire Water's vulnerability and safeguarding strategies.
• Support Yorkshire Water’s representation across relevant vulnerability forums and networks, helping the organisation learn from and share best practice across the utilities sector and beyond.

What skills & qualifications you will need:

• Experience of analysing complex quantitative and qualitative evidence and turning it into clear conclusions and recommendations.
• Good understanding of customer vulnerability, inclusive service, safeguarding or customer support in a regulated or complex service environment.
• Experience of assurance, risk, compliance, audit, outcomes monitoring or structured service review.
• Experiencing of monitoring of outcomes for customers in vulnerable circumstances and using the findings to develop insight, support organisational learning and drive improvements.
• Strong stakeholder management, constructive challenge and influencing skills across organisational boundaries.
• Ability to identify root causes, assess customer impact and distinguish activity or process compliance from actual customer outcomes.
• Strong written and verbal communication, including concise reports for senior stakeholders.
• High standards of judgement, integrity and care when handling sensitive customer information.
• Competence using Excel and reporting or analytical tools to interrogate data and evidence.
• Relevant safeguarding qualification or substantial professional experience of supporting safeguarding activity.
• Knowledge of regional safeguarding arrangements and how to engage appropriately with statutory agencies including the Police, Social Care, Safeguarding Partnerships and NHS.
• Experience of developing or applying customer outcome frameworks or other structured approaches (eg. Consumer Duty) to assess whether services are delivering good outcomes for customers in vulnerable circumstances.

You will also benefit from having:

• An understanding of Yorkshire Water’s customer journeys, operational processes, service measures and systems, with the ability to assess how these influence customer outcomes.
• Experience of analysing customer vulnerability, harm and service outcomes, including the use of assurance, review and improvement techniques to identify risks and drive positive change.
• Knowledge of regulatory and industry expectations relating to vulnerability and customer service, with the ability to interpret requirements and apply them in a practical business context.
• Strong stakeholder engagem