Senior Consultant on Consumer Policy

Tender description

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.