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Vulnerability manager

Thames Water
Date Posted
11th October 2018
£41,000 to £62,500 Per Annum

What is the purpose of the role?

An opportunity has arisen for an experienced Services Manager to join our growing Affordability and Priority Services team in Central Reading, Berkshire. The role of Vulnerability manager is to lead the company strategy and sponsor the delivery of the improvement programme which will deliver the Thames Water Affordability and Priority Services Strategy.

What makes this role unique?

This is a chance to make a difference to customers in vulnerable circumstances that really need our support. Leading the design, development and implementation of the services we provide to these customers will require collaborating with a wide range of stakeholders, both internal and external to Thames Water.

What will this role involve?

Use customer and operational insight to identify opportunities to introduce or enhance propositions.

Develop and test vulnerability propositions and services working with key stakeholders, partners and business/process managers to produce compelling business cases.

Work with key stakeholders, partners, business/process managers to implement propositions and ensure consistent delivery.

Monitor and drive the performance of all affordability and priority services delivered. Addressing issues and working with business/process managers to implement improvements.

Develop engagement and collaboration with the 3rd Sector and other key partners i.e. Energy sector.

Working with Brand and Marketing develop compelling promotional campaigns to drive up the take up rate of services. Develop and maintain external accreditation for Affordability and Vulnerability services e.g. British Standards, Louder than Words from Action on Hearing Loss.

Working with HR and Internal comes develop and implement vulnerability training and compelling promotional campaigns that improve understanding and awareness of the services we offer and how to access them for customers.

Engage with key external stakeholders and groups, for example the Customer Challenge Group on the vulnerability agenda to gain support and endorsement for our services.

What skills are we looking for?

To undertake this role you will be able to demonstrate strategic leadership capability. You will be able to articulate the medium and long term consequences of decisions and impact on business strategy and can quickly assimilate complex expert opinion. You will make decisions that are rational and broadly informed; drawing upon a business and industry knowledge base, and capable of handling complex strategic issues. You will be able to act decisively in the absence of precedent; understands where the gaps are, the risks involved and builds a full appreciation of all the relevant factors.

You will be able to build a deep understanding of different customer segments, stay abreast of their changing needs and behaviours and stay in touch with customer's experience. You will be able to understand how relationships with communities in which the company operates can be leveraged, and anticipate future changes in customer profiles and needs. You will be able to establish organisation wide capability to engage with and respond to internal and external customers anticipated future customer needs; defines ways of interacting beyond pure business transactions. You will initiate organisational change to meet anticipated future customer needs.

You will be confident to lead cross functional and virtual teams to drive alignment, integration and consistency of services, leading to increased advocacy and process improvement for the company and have an ability to analyse and interpret data to drive performance delivery across all elements of the customer experience. You will have previous experience of leading teams of professionals to deliver a strategy from concept to execution and measurement.

Thames Water information and salary details

This role is based in our Head office in central Reading, Berkshire. We are located close to Reading train station offering a salary of circa; £50,000 per annum depending on your level of experience. This role comes with a number of benefits including a car allowance, annual bonus, private healthcare for you and your family, an excellent contributory pension scheme. A valid UK driving licence would be beneficial as there will be some travel required to other company sites

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 25/10/2018.

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