Senior Consultant on Consumer Policy

We are seeking to bring in a senior level external consultant to develop a consumer approach and strategy for Ofwat.

The consultant will support the development of an approach and strategy for Ofwat aimed at:

• Improving the support provided to vulnerable customers in the water sector;

• Improving complaints handling in the water sector and the use of intelligence to drive improvements in customer service; and

• Achieving greater coherence across the consumer landscape in water, telecom, financial service and energy, ensuring that these services are customer-centric and that vulnerable customers are protected across all these sectors.

The strategy will be presented to senior Ofwat colleagues at the conclusion of the project, and will:

• Form the basis of our response to the Public Accounts Committee (PAC) by December;

• Shape the work programme and approach of the new Ofwat customer team that will mobilise from January 2020; and

• Help shape ongoing engagement with other stakeholders, including:

-other regulators through the UK Regulators Network (UKRN) work programme;

-other regulators working on the PAC response;

-Ofgem on a bilateral basis; and

-the Consumer Council for Water (CCW) and other consumer groups.