Customer Vulnerability Manager - #188038

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.

Along with a competitive salary between £55,000 - £65,000, we also offer great benefits such as:

•15% Performance Bonus

•Enrolment into our pension scheme

•25 days holiday plus bank holidays

•Excellent opportunities for career growth

We’re excited to hear from candidates with a passion for our company and the industry and a desire to succeed. Apply now and we’ll be in touch.

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

Visit northernpowergrid.com/careers to find out more about this and other career opportunities.

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.