Customer Vulnerability Outcome Specialist

Overview

In this role you will help Yorkshire Water understand and improve outcomes for customers in vulnerable circumstances. You will work across customer insight, safeguarding and regulatory assurance to identify harm and unequal outcomes, and translate findings into improvements. You’ll support safeguarding referrals and ensure responsive, sensitive handling of complex cases. You’ll collaborate with cross-functional teams to strengthen vulnerability strategies and deliver measurable impact. This is a people-facing, data-informed role at the heart of customer protection and service quality.

Pay / Benefits

• competitive salary
• pension scheme (up to 12% company contribution)
• 25 days annual leave + bank holidays + 2 wellness days
• annual incentive bonus opportunity
• flexible/hybrid working
• health and other insurances (health cash plan, critical illness, life assurance)

Responsibilities

• Monitor vulnerability outcomes across priority journeys and channels to spot harm or exclusion
• Analyse complaints, safeguarding data and performance information to identify themes and improvement opportunities
• Conduct case reviews and investigations to assess accessibility and timeliness of support
• Provide independent assurance of vulnerability-related services and recommend improvements
• Track improvement plans to ensure root causes are addressed and outcomes are measurable
• Produce high-quality insight and reports for managers and governance forums
• Support safeguarding referrals and coordinate responses when risk is significant
• Build relationships with operational teams and act as subject-matter expert on vulnerability and safeguarding
• Support representation across vulnerability forums and share best practices across sector

Key requirements

• Experience turning complex evidence into actionable conclusions and recommendations
• Understanding of customer vulnerability, safeguarding or inclusive service in a regulated environment
• Experience with assurance, risk, compliance, audit or outcomes monitoring
• Experience monitoring outcomes for vulnerable customers and driving improvements
• Strong stakeholder management and influencing skills
• Ability to identify root causes and assess customer impact
• Strong written and verbal communication for senior audiences
• High standards of judgement and handling of sensitive information
• Competence using Excel and reporting/analytical tools
• Relevant safeguarding qualification or substantial safeguarding experience
• Knowledge of regional safeguarding arrangements and engagement with statutory agencies
• Experience applying customer outcome frameworks (eg Consumer Duty) to assess outcomes

• Strong stakeholder management
• Clear and concise communication
• Analytical thinking
• Excel
• data analysis
• reporting tools

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