
Ofwat
We regulate the water sector in England and Wales, https://www.ofwat.gov.uk/jobs/make-a-splash/
Requirements of 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 deliver effectively in this role, you will need considerable experience of successful leadership in a high-volume customer-focussed or regulatory environment, where accuracy, timeliness and customer service is paramount. You will have exceptional analytical skills and judgement, with a strong ability to ‘join the dots’ between related topics, Ofwat’s various regulatory tools, and the strategic outcomes we want to deliver. You will be able to quickly get to grips with new and varied subject areas, including relevant legal obligations, policy expectations, data sources and the strategic context in which they sit. As a policy professional at Ofwat, you will be expected to work flexibly reflecting business priorities and needs. In particular, we anticipate that you work on various projects in the customer policy team, including our customer research, and in collaboration with other Ofwat teams.
Being able to clearly structure and present evidence-based thinking and recommendations, and to encourage and respond to constructive challenge to improve our decision-making will be essential. You will build constructive working relationships with a diverse set of internal and external stakeholders, liaising with them to understand and influence their priorities, to build understanding and confidence about our work, horizon scan and, where appropriate, to collaborate to deliver shared objectives.
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ViewLocation
Birmingham, LondonContract type
Full time, Permanent
Profession
Policy, Principal
Working pattern
Flexible working, Hybrid
Closing Date
20/07/2025