Customer Accessibility, Vulnerability and Inclusion Lead

Reed Talent Solutions; England; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A public service organization in the United Kingdom is seeking a Customer Accessibility, Vulnerability and Inclusion Lead to drive initiatives for accessible services. The role involves collaboration with senior management to develop strategic plans, oversee the accessibility improvement strategy, and ensure inclusivity in decision-making. Ideal candidates will have expertise in relevant regulations and proven leadership skills to champion customer inclusion initiatives across various levels of the organization.

Benefits

Generous Annual Leave – 30 days plus Bank Holidays

Pension scheme with matched contributions

Interest-free loan for season tickets

Subsidised eye tests & flu jabs

Employee assistance programme (EAP)

Paid volunteering (2 days a year)

Qualifications

• You must have experience in leading initiatives related to accessibility and inclusion.
• A deep understanding of the Equality Act 2010 and similar regulations is required.
• Strong planning and project management skills are essential.

Responsibilities

• Develop a strategic roadmap for accessible and inclusive services.
• Lead the approach to customer inclusion across the organization.
• Provide expert guidance to stakeholders for integrating customer principles.

Skills

Deep understanding of relevant regulations and best practices

Proven experience in leading initiatives for accessibility and inclusion

Strong ability to build effective relationships

Skilled in planning and managing projects

Ability to implement improvements for customer outcomes

Job description

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.

You will need to demonstrate the following 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. At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our 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

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...