Customer Accessibility, Vulnerability and Inclusion Lead PID

Position: Customer Accessibility, Vulnerability and Inclusion Lead PID564
Role Overview The Customer Accessibility, Vulnerability and Inclusion Lead , will report directly to Head of Operational Improvement. In this role, you will be responsible for:

Key Responsibilities:

Collaborate with the Head of Operational Improvement and other key stakeholders to develop a strategic roadmap for accessible and inclusive customer services. Lead the organisation's approach to customer inclusion, ensuring that the needs of the most vulnerable are prioritized in decision-making processes across the organisation. Provide expert guidance and support to internal stakeholders, including the Executive Committee, integrating customer inclusion principles into strategies, policies, processes, and operational plans in compliance with regulatory requirements and best practices.

Lead the Accessibility Improvement Group, assessing progress towards service accessibility, recommending initiatives for prioritisation, and reporting on outcomes. Continuously gather data to ascertain the accessibility needs of customers, enhancing the transition between digital and non-digital services. Foster an organisational culture focused on delivering the best possible service and outcomes for customers in vulnerable situations. Ensure the integration of customer feedback and lived experiences in service design and development through effective consultation and research processes.

You will need to demonstrate the following skills and experience. Essential:
Deep understanding of relevant regulations (e.g., Equality Act 2010, s75 Northern Ireland Act) and current best practices for supporting accessibility and inclusion. Proven experience in leading initiatives to embed accessibility and inclusion in service delivery. Strong ability to build effective relationships and influence colleagues at all levels within the organisation. Skilled in planning, managing, and delivering projects on schedule. Ability to identify and implement improvements to enhance customer outcomes, collaborating with teams to develop solutions to operational challenges.

About Us The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success.

They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:
Caring We care about our colleagues and the people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and making a positive societal impact. Our Inclusive Working Environment By fostering our values, we are immensely proud of the inclusive working environment that we have created.

The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”Our colleague and ally networks encompass LGBTQ, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

What We Offer Generous Annual Leave – 30 days plus Bank Holidays Pension scheme – contributions matched 2 to 1 (up to 10% of your salary) Interest-free loan for season tickets for buses and trains Cycle to work Scheme Subsidised eye tests & flu jabs Life assurance scheme Give as you earn scheme Employee assistance programme (EAP) PAM Assist and PAM Life scheme (Wellbeing) Enhanced family and sick pay Paid volunteering (2 days a year) Recognition Scheme Discounts portal to numerous retailers Flexible Working At MaPS, we take pride in our flexible approach to work.

As standard, we work on a hybrid basis with a minimum of 2 days in the office…