This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.
About the role
Customer Care Manager
Full Time
12-month Secondment/Fixed Term
Salary – up to £47,028 (depending on experience)
Location – Pity Me, Durham/Hybrid
About the role
At Northumbrian Water, our focus is on becoming the national leader in water and wastewater services, providing our 4.5 million customers with an experience that’s unrivalled in our sector and beyond. Not only are we are always striving to improve what we deliver for our customers, but we’re also getting ready for new challenges and opportunities relating to how we will deliver our new business plan. As part of this, we are looking for two brilliant people to join our team in the critical role of Customer Care Manager for a 12-month secondment or fixed-term contract.
The Customer Care Manager role is a highly visible one which needs someone who is passionate about creating unrivalled experiences and engagements as well as able to put things right if they do go wrong.
You’ll be providing excellent customer care management ensuring that customers’ interests are represented, and our unrivalled Customer Experience Strategy is clear to all. You’ll also be able to influence and engage with a range of colleagues, stakeholders, and customers about our services – be it water, wastewater, or capital delivery programmes, always advocating for our customers being at the heart of what we do.
About you
There are two key elements to the role, and each one is exciting and challenging! For each, you will have strong inter-personal skills, be self-aware with high emotional intelligence, take responsibility for your own actions and be able to work to tight deadlines with competing priorities.
For the first, you will advocate for our customers where we need to engage strongly and positively in our communities, liaising with customers on a face-to-face basis, in their environment. This will mostly be in relation to planning and delivering capital projects or similar packages of work - think upgrading reservoirs, pipelines, pumping stations, and other key infrastructure.
You will be enthusiastic about ensuring we communicate well, in a timely way and about the right things through the right channels and with our partner organisations.
You will be able to problem-solve and ensure a customer-centric approach to talking with customers about complex engineering works, their planning and phasing and any impacts they will have to customers nearby – this could be traffic management, plant access, increased work activity in the area and much more.
You will work as part of a team but also autonomously to lead and drive solutions that make sense to our customers and give them positive experiences of our brand, even if what we’re doing is complicated or can bring real change or some disruption to an area.
You will be able to work and communicate effectively with people at all levels across our organisation and its delivery partner eco-system, with the ability to give and receive key information in a clear, open, and concise way – adapting messages and terminology to suit the needs of the audience. You’ll ideally have experience of solving problems and be able to logically break down issues to be able to draw conclusions and effective solutions to the task. Alongside this, you’ll be able to build relationships and work with internal and external partners in order to ensure we always do what is right for our customers, drive satisfaction and create an unrivalled customer experience.
The crux of the second is advocating for our customers where things have gone wrong and working with whoever you need to, to put them right.
You will case-manage escalated complaints, as well as all contacts from MPs, councillors, and other key stakeholders, particularly CCW (the consumer voice for customers), to ensure we provide tailored and informed responses and effective outcomes for our customers.
You will be responsible for investigating issues relating to our services and service delivery right across our business – working efficiently and creatively to ensure excellent service recovery opportunities as well as co-ordinating full and transparent responses to customers, stakeholders, and regulatory bodies alike.
You will manage key external stakeholder relationships as well as building and fostering effective relationships with colleagues across the business and with our delivery partners. You will also share feedback and learning in order to create actionable insights and improvements to drive forward our unrivalled customer experience strategy.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed in having a diverse community represented within all our teams, structures, and organisation.
We have our colleague network groups, including Rainbow Support Network (LGBT+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks too.
No Agencies
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
Ethical
Customer Focused
Innovative
One Team
Our gallery
Colleague benefits
We’re the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Christmas savings club
Discounts & cashback offers
Qualification loan
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