Customer Engagement Officer

South Staffs Water; Walsall; On-site; GBP 21,000 - 25,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Engagement Officer to support its Universal Metering Programme. This role is crucial for ensuring customer satisfaction and effective communication during the installation of water meters. You will travel across the South Staffs region, engaging with customers, addressing their concerns, and providing exceptional service. If you are passionate about customer care and have a proactive approach, this is an exciting opportunity to make a meaningful impact in a vital sector. Join a team committed to delivering clean, reliable water to the community while fostering strong relationships with customers.

Benefits

Company Vehicle

Pension Plan

Store Discounts

24-hour Helpline

Remote GP Access

Qualifications

• Strong communication skills to engage with customers effectively.
• Experience in managing customer complaints and providing solutions.

Responsibilities

• Manage stakeholder relationships during the metering programme.
• Handle customer inquiries and complaints efficiently.

Skills

Customer Service

Problem Solving

Communication

Stakeholder Management

Education

High School Diploma

Experience in Utility Sector

Job description

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Job Title Customer Engagement Officer

Location South Staffordshire

Salary To £25,000 depending on experience

Hours 32 hours per week

Travel On the road

South Staffs Water have a fantastic opportunity to support our customers as part of the Universal Metering Programme. In 2021, South Staffs Water and Cambridge Water were added to the government list of ‘seriously water stressed areas’. We want to make sure we can provide enough high-quality drinking water to meet our customers’ needs whilst protecting our local environments. As part of this, South Staffs Water and Cambridge Water have committed to deliver a Universal Metering Programme. We’ll be installing 161,500 water meters in customers homes between 2025 to 2030. This will help customers manage their bills, give us operational insights to respond to incidents quicker, and allow better resource management so we can protect the local environment.

Customer care will be at the heart our programme – from initial notification of the meter installation to the way we support customers during the work and with their billing afterwards, every stage of the journey should involve extra care and clear communication.

That is why we are recruiting a full time Customer Liaison officer to join us in the South Staffs region. Reporting to the Head of Universal Metering, the successful candidate will lead the onsite customer engagement for the Universal Metering Programme.

About Us

At South Staffs Water, we deliver clean and reliable water supplies to around 1.7 million customers within the South Staffs and Cambridge regions. As a water only Company, providing clean, healthy water 24 hours a day, 365 days a year is at the very heart of what we do and that’s where you come in.

The Role

As a Customer Liaison officer you’ll be based in the South Staffs region and travel to the locations where meters are being installed to represent the company and answer any questions customers may have. You’ll primarily be responsible for household customers, but you may also be required to speak to business owners and site managers too. Whilst our partner organisations install the meters, you’ll check that residents understand what’s happening, raise any issues or queries, deal with any complaints and pay particular attention to our vulnerable customers – those that have medical needs or difficult personal circumstances. Ensuring friendly, efficient and supportive customer service, this a key role for the programme and the business.

Key Responsibilities

• Responsible for all stakeholder management on site during works for the universal metering programme.
• Accountable for managing and escalating customer complaints relating to the programme. Empowered to make decisions for the best outcome for customer satisfaction, limiting disruption and negative perceptions of the programme and company.
• Provide care to all customers including explaining the process, advising of their rights and providing details on who to contact for further information.
• Provide care to vulnerable customers, making sure their water needs are taken care of, and any financial impacts are managed.
• Provide care to customers who have raised complaints, ensuring they are dealt with in an efficient manner, and a resolution is sought swiftly.
• Liaise and manage the relationship with local councils to ensure they are fully informed and bought into the metering programme, enabling a smooth process.
• Working with internal teams and external partners to ensure that queries are responded to in a timely manner
• Attending local events e.g. town halls, festivals and company events where representation would benefit the programme
  
  

What You’ll Need

To be successful in this role, you should be able to:

• Work in a proactive manner as part of a hybrid team building strong relationships across internal and external organisations.
• Exhibit strong problem-solving skills, with lots of innovative thinking to solve sometimes unique or challenging problems as quickly as possible.
• Handle challenging conversations and circumstances which require clear communication to maintain strong customer relations and maintain customer satisfaction
• Be expected to travel across the entire South Staffs region while carrying out these duties. A full UK driving licence is essential.
• Having prior experience working within the utility sector or water industry is beneficial but not essential. It’s more important that you can understand a customer’s perspective and communicate effectively with them.
  
  

What You’ll Get In Return

• Competitive Salary of up to £25,000 per annum depending on experience
• A company vehicle
• Company pension with employer contribution.
• Store discount for personal shopping needs.
• 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital and health.
• 25/7 remote GP access

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Utilities

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