Customer Accessibility, Vulnerability and Inclusion Lead

Reed Talent Solutions; Bedford; Hybrid; GBP 65,000; Full time

Job summary

A leading organization in service accessibility is seeking a Customer Accessibility, Vulnerability and Inclusion Lead in Bedford. This hybrid role entails developing strategies for customer inclusion and leading initiatives that prioritize vulnerable customers. Candidates should have a strong understanding of relevant regulations and proven experience in embedding accessibility into service delivery. This is an opportunity to make a significant impact on customer outcomes by fostering an inclusive environment. It's a permanent position with a salary of £65,000 per annum.

Benefits

30 days annual leave plus bank holidays

Pension contributions matched 2 to 1

Interest-free loans for season tickets

Cycle to work scheme

Subsidised eye tests and flu jabs

Life assurance scheme

Paid volunteering days

Enhanced family and sick pay

Qualifications

• Understanding of regulations such as the Equality Act 2010.
• Experience embedding accessibility in service delivery.
• Proven relationship-building skills across various levels.

Responsibilities

• Develop a strategic roadmap for accessible services.
• Lead the customer inclusion approach in decision-making.
• Support internal stakeholders with inclusion principles.

Skills

Deep understanding of relevant regulations

Proven experience in leading initiatives

Strong ability to build effective relationships

Skilled in planning, managing, and delivering projects

Ability to identify and implement improvements

Job description

Customer Accessibility, Vulnerability and Inclusion Lead

£65,000 per annum

Bedford

Permanent

Hybrid Working

Are you passionate about creating accessible and inclusive services that truly put customers first?

Join us as the Customer Accessibility, Vulnerability and Inclusion Lead and play a pivotal role in shaping how we support those who need us most. Reporting directly to the Head of Operational Improvement, you’ll lead our approach to customer inclusion, influence decision‑making at every level, and drive positive change across the organisation. If you have deep expertise in accessibility and inclusion, thrive on collaboration, and want to make a real impact on customer outcomes, this is your opportunity to lead the way.

Role Overview

The Customer Accessibility, Vulnerability and Inclusion Lead will report directly to Head of Operational Improvement. In this role, you will be responsible for:

Key Responsibilities

• Collaborate with the Head of Operational Improvement and other key stakeholders to develop a strategic roadmap for accessible and inclusive customer services.
• Lead the organisation's approach to customer inclusion, ensuring that the needs of the most vulnerable are prioritised in decision‑making processes across the organisation.
• Provide expert guidance and support to internal stakeholders, including the Executive Committee, integrating customer inclusion principles into strategies, policies, processes, and operational plans in compliance with regulatory requirements and best practices.
• Lead the Accessibility Improvement Group, assessing progress towards service accessibility, recommending initiatives for prioritisation, and reporting on outcomes.
• Continuously gather data to ascertain the accessibility needs of customers, enhancing the transition between digital and non‑digital services.
• Foster an organisational culture focused on delivering the best possible service and outcomes for customers in vulnerable situations.
• Ensure the integration of customer feedback and lived experiences in service design and development through effective consultation and research processes.

Essential Skills and Experience

• Deep understanding of relevant regulations (e.g., Equality Act 2010, s75 Northern Ireland Act) and current best practices for supporting accessibility and inclusion.
• Proven experience in leading initiatives to embed accessibility and inclusion in service delivery.
• Strong ability to build effective relationships and influence colleagues at all levels within the organisation.
• Skilled in planning, managing, and delivering projects on schedule.
• Ability to identify and implement improvements to enhance customer outcomes, collaborating with teams to develop solutions to operational challenges.

About Us

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

Values

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest‑free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working

At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non‑contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Application Process

Open: 15th January 2026 | Deadline: 29th January 2026

Step 1: Submit Your Application – Please submit your most up‑to‑date CV showcasing your skills and experience aligned with the requirements of this role.

Step 2: Telephone Interview – Between 16th January 2026 – 30th January 2026. Candidates who meet the initial criteria will be invited to a friendly, informal telephone interview with the Reed team.

Step 3: Final Stage Interview – Week commencing 09th February 2026. The interview will be conducted virtually via Microsoft Teams, lasting approximately one hour and including a 10‑minute presentation followed by competency‑based questions.

Job Reference: MaPS01078

Close Date: 29/01/26

Please note: The Money and Pensions Service requires all candidates to have the legal right to work in the United Kingdom. Unfortunately, we are unable to offer visa sponsorship for this role.

Application Process Notice: The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: [e-mail]. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.