Enable job alerts via email!
Generate a tailored resume in minutes
Land an interview and earn more. Learn more
Ofwat, the Water Services Regulation Authority, is seeking a Customer Policy Lead to enhance customer service regarding financial vulnerability. The role involves policy development, project management, and building relationships to secure a long-lasting impact on water affordability and customer support.
Join Ofwat’s Customer Policy Team as a Customer Policy Lead
*Office Location: Birmingham (B5 4UA) or London (E14 4HD) with hybrid working*
About Us
We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. Our work has genuine significance – no other organisation does the work we do. It’s unique and meaningful: keeping our water flowing; ensuring water bills don’t cost a penny more than needed; holding water companies to account. Come and work at the source of everyday life.
The Role
As a Principal in the Customer Policy team you will provide expert management, support, and leadership of our customer policy work relating primarily to financial vulnerability and supporting customers who struggle to pay their bills. You will be responsible for delivering our work to improve company service in this area, including to improve affordability support, understand company handling of customer debt, social tariffs and other financial hardship funds. You will also support delivery of the wider strategic aims of Ofwat's customer policy work to achieve high levels of customer service and support.
You will build strong relationships with colleagues internally and externally to identify key issues, anticipate opportunities to improve company service in this area and plan effectively.
More generally, our Principals play a key role in delivery through project and resource planning and line management. You will be expected to support, empower and be a role model for junior members of the team, and to involve yourself in corporate activities that make Ofwat a great place to work. There will also be opportunities to work with colleagues across Ofwat on other programmes and projects to raise understanding of our casework and enforcement work and role, share expertise and deliver joint projects.
To find more details about the role and deliverables please click Apply.
About You
Below are some of the key essential experience, skills & knowledge required for this post:
Why You Should Join Us:
Follow the link to Apply for full details about the role, please ensure you have submitted your Applications in full before the below deadline.
Closing date:23.55 on 20 July 2025