Customer Policy Analyst

Requirements of the role

We have an opportunity for a Customer Policy Analyst to join our Customer Policy Team within Casework, Enforcement & Customers Directorate.  This role is based in the Customer Policy team within Ofwat’s Casework, Enforcement & Customers Directorate.

The Customer Policy team is central to understanding company customer service and support, and acting where we identify potential harm and poor service. This includes in relation to customers who need extra help, whether financially or non-financially, and customer who experience repeated poor service and/or failures. We work closely with teams across Ofwat to identify appropriate action to improve customer service and protect customers, including considering new regulatory tools, interventions, and enforcement action.

Our team works with a diverse range of stakeholders, including water companies, new entrants to the sector, customer groups and charities, Government, other regulators, and customers. Communicating effectively with our customers and internal and external stakeholders is central to our team’s success.

This senior associate in the policy profession is working across our customer policy and insights function. Our team, in CEC, leads Ofwat’s aspiration to transform companies’ performance with respect to customer service and support; and engagement with government and CCW on consumer matters. Recent examples of our work include developing guidance under condition G, the customer-focused licence condition; our assessment of companies’ sewer flooding customer service and support; engagement with Government on changes being considered to the consumer landscape; and research with CCW into customers’ experience of incidents such as supply interruptions.

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