Vulnerability Outcomes Specialist - Customer Safeguarding

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

Benefits offered by this job

Annual incentive bonus

Pension up to 12% company contribution

2 wellness days per year

Life assurance 4x pensionable salary

Health cash plan option

Cycle to work scheme

Gym membership discounts

Retail savings scheme

Online GP service

Job summary

Yorkshire Water is seeking a Customer Vulnerability Outcomes Specialist to join our Customer Experience team. You will monitor and improve outcomes for customers in vulnerable circumstances, analyse safeguarding referrals, and provide independent assurance of vulnerability-related services.

You will work with operational teams to drive measurable improvements and support regulatory assurance activities. The role emphasizes collaboration across stakeholder groups, data-led insight, and

Qualifications

• Experience of analysing complex quantitative and qualitative evidence and turning it into clear conclusions and recommendations.
• Good understanding of customer vulnerability, inclusive service, safeguarding or customer support in a regulated or complex service environment.
• Experience of assurance, risk, compliance, audit, outcomes monitoring or structured service review.
• Experience monitoring outcomes for customers in vulnerable circumstances and using findings to develop insights and drive improvements.
• Strong stakeholder management, constructive challenge and influencing skills across organisational boundaries.
• Strong written and verbal communication, including concise reports for senior stakeholders.

Responsibilities

• Monitor outcomes for customers in vulnerable circumstances across priority journeys, incidents and service channels.
• Analyse complaints, customer insight and safeguarding referrals to identify themes and opportunities for improvement.
• Carry out detailed case reviews and deep-dive investigations to assess service accessibility and timeliness.
• Provide independent assurance of vulnerability-related services and commitments with evidence-based recommendations.
• Track and validate improvement plans to ensure sustainable, measurable results.
• Produce high-quality insight and recommendations for managers, governance forums and regulatory activities.
• Support safeguarding referrals with timely risk-based decisions and coordinated responses.

Skills

Analytical thinking

Stakeholder management

Communication

Data analysis

Regulated environment

Problem solving

Root cause analysis

Report writing

Project coordination

Quality assurance

Risk assessment

Attention to detail

Job description

Yorkshire Water is seeking a Customer Vulnerability Outcomes Specialist to join our Customer Experience team. You will monitor and improve outcomes for customers in vulnerable circumstances, analyse safeguarding referrals, and provide independent assurance of vulnerability-related services.

You will work with operational teams to drive measurable improvements and support regulatory assurance activities. The role emphasizes collaboration across stakeholder groups, data-led insight, and