Customer Vulnerability Impact Specialist

Yorkshire Water; Ledston; Hybrid; GBP 42,000 - 53,000; Full time

Benefits offered by this job

Pension up to 12%

£1000 bonus opportunity

Health cash plan

Critical illness insurance

Dental insurance

Life assurance flex

Partner cover

Retail savings scheme

Online GP service

Cycle to work

Gym discounts

Job summary

Yorkshire Water is seeking a Customer Vulnerability Outcomes Specialist to join our Customer Experience team in Leeds. You will focus on understanding and improving outcomes for customers in vulnerable circumstances, translating insights into practical actions.

You will analyse data from safeguarding referrals and regulatory requirements, collaborating with teams across the business to help deliver our vulnerability strategies with integrity and customer focus.

Qualifications

• Experience turning complex quantitative and qualitative evidence into clear conclusions and recommendations.
• Good understanding of customer vulnerability, inclusive service, safeguarding or customer support in a regulated or complex service environment.
• Experience in assurance, risk, compliance, audit, outcomes monitoring or structured service review.
• Experience monitoring outcomes for customers in vulnerable circumstances and using findings to develop insight and drive improvements.
• Strong stakeholder management and influencing skills across organisational boundaries.
• Ability to identify root causes, assess customer impact and distinguish activity from outcomes.

Responsibilities

• Monitor outcomes for customers in vulnerable circumstances across priority journeys and channels, identifying potential harm or unequal outcomes.
• Analyse complaints, customer insight, safeguarding referrals and performance data to identify themes and opportunities for improvement.
• Conduct detailed case reviews and investigations to assess accessibility, timeliness and appropriateness of support.
• Provide assurance of vulnerability-related services, policies and commitments with evidence-based recommendations.
• Track and validate improvement plans with clear ownership and measurable results.
• Produce high-quality insights and reports for managers, governance and regulatory activities.
• Provide day-to-day support for safeguarding referrals, gathering information and coordinating responses.
• Build relationships across teams as a subject matter expert on vulnerability, safeguarding and customer harm.
• Support Yorkshire Water’s representation across vulnerability forums and networks to share best practice.

Skills

Data analysis

Vulnerability knowledge

Stakeholder management

Safeguarding experience

Excel skills

Regulated context

Communication skills

Root cause analysis

Job description

Yorkshire Water is seeking a Customer Vulnerability Outcomes Specialist to join our Customer Experience team in Leeds. You will focus on understanding and improving outcomes for customers in vulnerable circumstances, translating insights into practical actions.

You will analyse data from safeguarding referrals and regulatory requirements, collaborating with teams across the business to help deliver our vulnerability strategies with integrity and customer focus.