Customer Care Manager

NWG (Northumbrian Water Group); Glasgow; Hybrid; GBP 40,000 - 48,000; Full time

Job summary

A water service provider is seeking a Customer Care Manager for a 12-month hybrid role in Durham. This position focuses on advocating for customers, resolving complaints, and ensuring top-notch service delivery. Ideal candidates should possess strong communication and interpersonal skills, and the ability to work under pressure while maintaining a customer-centric approach.

Benefits

Generous holiday entitlement

Company pension scheme

Wellbeing program

Financial wellbeing support

Development opportunities

Qualifications

• Strong ability to advocate for customers in various communities.
• Experience managing escalated complaints and engaging with stakeholders.

Responsibilities

• Advocate for customers and coordinate actions to resolve issues.
• Manage escalated complaints and respond to MPs and other stakeholders.
• Communicate effectively with internal teams to deliver solutions.

Skills

Interpersonal skills

Emotional intelligence

Problem-solving

Clear communication

Job description

About The Role

Customer Care Manager — Full Time — 12-month Fixed Term Contract — Salary Up to £47,100 — Location Pity Me, Durham/Hybrid

At Northumbrian Water, our aim is to become the national leader in water and wastewater services, providing our 4.5 million customers with an unrivalled experience. We are looking for a Customer Care Manager for a 12-month secondment or fixed-term contract. The role is highly visible and focuses on creating unrivalled customer experiences and ensuring customers’ interests are represented. You will influence and engage with colleagues, stakeholders and customers about our services, including water, wastewater and capital delivery programmes, always placing customers at the heart of what we do.

The role has two key elements, each requiring strong interpersonal skills, high emotional intelligence, responsibility for your actions and the ability to work to tight deadlines with competing priorities.

First, you will advocate for our customers in communities, liaising face to face with customers in their environment. This will relate to planning and delivering capital projects or similar packages of work such as upgrading reservoirs, pipelines, pumping stations and other key infrastructure.

About You

You will be enthusiastic about clear, timely communication through the right channels with partner organisations. You will be able to problem-solve with a customer-centric approach when explaining complex engineering works, planning and phasing and any impacts to customers (e.g., traffic management, plant access, increased local activity).

You will work as part of a team and autonomously to lead solutions that make sense to customers and deliver positive experiences, even when activities are complex or disruptive. You will communicate effectively with people at all levels across the organisation and its delivery partner ecosystem, adapting messages to the audience. Ideally you will be able to solve problems, break down issues logically and draw effective conclusions. You will build relationships with internal and external partners to ensure we do what is right for customers, driving satisfaction and an unrivalled customer experience.

The second element involves advocating for customers when things go wrong and coordinating actions to put things right. You will case-manage escalated complaints and respond to MPs, councillors and other stakeholders, particularly CCW, to provide tailored and informed responses and outcomes. You will investigate service issues, coordinate transparent responses to customers, stakeholders and regulatory bodies, and manage external stakeholder relationships while sharing feedback to drive improvements in the customer experience strategy.

At Northumbrian Water/Essex & Suffolk Water we value Diversity, Inclusion and Equity, and encourage all colleagues to bring their authentic selves to work. We have colleague network groups that support diversity and inclusivity and we encourage applications from all backgrounds. Please note this role may require a DBS check prior to employment. NWG is an inclusive employer and supports the rehabilitation of offenders, but will not consider candidates with certain unspent convictions to ensure a safe and secure working environment.

About Us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East as Northumbrian Water, and water services to 1.5 million people in the South East as Essex & Suffolk Water. We are committed to delivering great service and putting customers at the heart of everything we do.

Our values are Results Driven, Ethical, Customer Focused, Innovative and One Team. We are driven to be a national leader in sustainable water and wastewater services and work to turn this vision into reality.

Our Benefits

We offer a range of benefits as part of our Tap Into benefits program, including:

• Generous holiday entitlement starting at 26 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve; option to buy or sell holidays.
• Company pension scheme with generous employer contributions.
• Free access to local attractions and a comprehensive discount scheme.
• A wellbeing program including digital GP service for you and your family.
• Support for sustainable travel (salary sacrifice cars and cycle to work).
• Financial wellbeing support, including savings scheme, education and low-cost loans; life assurance and income protection.
• Development opportunities, including qualification loans and support for professional subscriptions.

NWG provides water and sewerage services to 2.7 million people in the North East and water services to 1.5 million in the South East. We’re committed to delivering great service and putting customers at the heart of everything we do.