Job Description
Job Title:
Director Consumer Policy
Job Family:
Policy Development
Responsible To:
SeniorDirector of Policy & Communications
Responsible for:
Head of Social Policy
JOB PURPOSE
1.
To be the principal consumer policy adviser on consumer issues to the Executive
Team and Board and ensuring that Ofwat has a forward thinking and proactive
approach to customers.
2.
To be the Ofwat lead ambassador for all matters relating to consumer policy;
both internally and externally with relevant stakeholders/partners, and in doing
so demonstrate a reputation as a leading authority for excellence and customer
focus in all activities.
3.
To direct the coordination and delivery of consumer and social policy
development, ensuring that Ofwat policy is capable of standing up to the highest
levels of external scrutiny.
KEY RESPONSIBILITIES

To oversee and make timely recommendations to Ofwat Executive Team on all
aspects of consumer and social policy decision making associated with the
portfolio.

To be responsible for adopting a proactive approach to advising the Executive
Team of where policy or practice gaps exist and make timely recommendations
Job description/person specification for Director Consumer Policy Final for selection
PC2
on how to close those gaps in a way that is in keeping with Ofwat priorities,
Government policy and stakeholder intelligence.

To be responsible for providing transparent information to enable consumers to
make informed choices about their water supplier.

To be responsible for the development, management, coordination and delivery of
the consumer and social policy portfolio specifically in relation to:

Consumer protection

Consumer engagement

Affordability, debt and vulnerable people

standards of service consumers should expect from water companies; for
monitoring and enforcing those standards so as to ensure that Ofwat can
effectively regulate best practice

protection provided by Ofwat to consumers, and for raising awareness of
consumer best practice both internally and externally

consumer confidence in the water industry and for the development,
monitoring and enforcement of consumer protection standards.

To lead on the development and delivery of an Ofwat consumer strategy and
facilitate the efficient and effective deployment of resources in relation to consumer
issues across Ofwat so that all activity is driven by customers.

To be responsible for compiling, interpreting and presenting a strong and compelling
evidence base from internal and external sourcesto inform coherent consumer and
social
policy
making,
includingutilisation
ofmarket
intelligence
from
complaints/enquiries etc.

To ensure the development and delivery of consumer and social policies for the water
price setting process, casework and regulatory activitiesand ensuredecisions focus on
customers.
Job description/person specification for Director Consumer Policy Final for selection
PC2

To ensure policy is made in accordance with the Ofwat policy process, including the
completion of impact assessments, options appraisal and consultation in respect of
the consumer and social policy portfolio and take action as appropriate based upon
findings.

To work in partnership with the Director of Corporate Affairs to ensure that efficient
and effective systems and processes are in place to communicate Ofwat consumer
and social policy statements and contribute to the Ofwat communication strategy
with respect to customers.

To be responsible for developing and maintaining effective partnership
working/relationships including other regulators, the Consumer Council for Water and
other consumer bodies.

To ensure compliance with and help shape Government and Ofwat policy on
consumer and social matters.
LEADERSHIP

To be responsible for working as an effective member of the Ofwat senior
management team and for the development of Ofwat’s vision and strategic
direction; demonstrating effective leadership and actively participating in cross
working and multi functional teams.

To develop policy in accordance with the Ofwat policy process including the
completion of impact assessments, options appraisal and consultation and take
action as appropriate based upon findings.

To lead and manage teams within your service, ensuring that all areas deliver
services which are joined up and work together efficiently.

To provide visible leadership and management to the team and act as a positive
role model at all times.

To be responsible for regularly appraising all direct reports in accordance with the
Ofwat performance management framework, and for ensuring that performance
management is effective across all services for which the postholder is
responsible.

To communicate persuasively as the leader of a team or programmeboth within &
beyond Ofwat.
Job description/person specification for Director Consumer Policy Final for selection
PC2

To promote a continuous drive for learning, performance, quality and innovation
to ensure continuous improvement in performance, value for money and quality
of services for customers.

To lead and innovate in relation to the efficient and effective use of all financial
and non financial resources across the whole service; specifically by:

delivering excellence through the development of high performing teams,
effective delegation, communication, workforce planning and inter-department
working.

being accountable for planning, monitoring and managing the budget for the
whole service to achieve financial and performance targets; ensuring that
budgets are aligned to the strategic objectives of Ofwat and demonstrate
value for money at all times.

To contribute as an effective leader within own division, demonstrating effective
leadership and actively participating in cross working and multi functional teams.

To be responsible for creating a climate which encourages team working, and for
leading, empowering and motivating individuals to achieve and contribute their
full potential.
CORPORATE/GENERIC

To contribute to the overall success of Ofwat.

Accountable for planning, monitoring & delivering projects and programmes
through the organisation of their team resources.

To be responsible for empowering & developing team working within the team
and cross divisional.

To develop and nurture a strong network of internal and external contacts
through attendance at steering, advisory and stakeholder groups as required.

To provide constructive and effective challenge across Ofwat.

To take responsibility for own and team continuing professional development and
to keep abreast of key developments within the sector, profession, and
domestic/European legislation in so far as it affects the role.

To promote a positive image of Ofwat externally when in discussions with partner
organisations, stakeholders and outside bodies.
Job description/person specification for Director Consumer Policy Final for selection
PC2

To ensure that the principle of delivering equality in service provision and
employment is consistently and vigorously applied across the service.

To adopt a visibly positive approach to stakeholders (both internally and
externally) in both behaviour and outputs.

To actively pursue and work in support of the Ofwatstrategy at all times.

To support the matrix management operating structure through a flexible
approach to work.
STAKEHOLDER

To ensure robust and effective engagement with Ofwat stakeholders.

To develop, manage and maintain effective relationships with stakeholders,
specifically peers in other Government departments and organisations at local,
regional and national level.

To challenge and influence decisions and outcomes in accordance with Ofwat
strategic priorities.
Job description/person specification for Director Consumer Policy Final for selection
PC2
Person Specification
Essential
An appropriate degree or post graduate
management qualification.
Desirable
A degree or post
graduate
management
qualification in a
profession relevant
to the portfolio, e.g.
consumer issues or
social science.
Knowledge
A high level of understanding of the political
dimensions of operating within a regulatory
sector.
In depth knowledge
of the water sector.
Experience
Relevant post qualification experience of working
at a senior level in a organisation.
Experience in
consumer affairs or
consumer
protection.
Qualifications
Experience of providing consumer/social policy
advice at a strategic level within the corporate
environment.
Demonstrable experience of using a range of
persuasion/negotiating/influencing skills with
senior external stakeholders, including other
government departments, delivery bodies, third
sector organisations and both small and large
scale industry players to affect decisions.
Experience of
working in a high
profile public policy
area.
Demonstrable experience of managing
change/leading policy through to delivery and of
operating within a complex programme of
projects and interlocking tensions with
stakeholders.
Demonstrable experience of managing
organisational change/performance improvement.
Experience of applying performance
management, including business planning and
setting and reviewing objectives.
Skills
Ability to represent Ofwat at a strategic level
internally and externally with partner
organisations.
Utilises a high level of literacy and verbal
communication skills and is able to express
themselves clearly and simply.
Job description/person specification for Director Consumer Policy Final for selection
PC2
Demonstrates effective use of analytical and
innovative thinking and application.
Ability to understand and analyse highly complex
issues and information.
Understands the need for and the application of
partnership working.
Demonstrates a high level of business and
commercial focus.
Demonstrates a clear understanding of “risk” and
how to cope with uncertainty in delivering major
projects and programmes.
Politically astute.
Job description/person specification for Director Consumer Policy Final for selection
PC2