Customer Experience Coordinator

Thames Water Utilities Limited; Cambridgeshire and Peterborough; Hybrid; GBP 42,000 - 46,000; Full time

Benefits offered by this job

Car Allowance

Generous Pension Scheme

Annual Leave 26-30 days

Performance-related pay

Health & wellbeing benefits

Life assurance

Job summary

Thames Water is seeking a proactive engagement specialist to lead stakeholder communications for multiple projects from start to finish. You will liaise with local councils, residents associations, and internal teams to ensure customer needs are championed and experiences are positive.

The role requires a full UK driving licence and strong organisational skills. It is based in Reading with hybrid working patterns, and offers a salary reflective of a leading UK utility with substantial benefits.

Qualifications

• Full valid UK driving licence is required.
• Strong communication and engagement skills are essential.
• Balance competing demands to deliver solutions.
• Good organisational skills are essential.
• Experience in customer engagement is required.
• Ability to liaise at all levels and influence accordingly.
• Be a team player and collaborate across teams.

Responsibilities

• Lead engagement and communication on each project with stakeholders including Local Government Councillors and residents associations.
• Work within project delivery teams to champion customer and stakeholder requirements.
• Ensure complaints are responded to within set timeframes and promote customer commendations.
• Coordinate with Local Engagement, Social Media, and Brand teams to keep communications on brand and in Thames Water tone.
• Create and maintain project webpages to inform customers about progress.
• Complete documentation for communication plans, including customer impact assessments and letters.
• Represent Thames Water at meetings, drop-in sessions, and webinars with customers and stakeholders.
• Attend site visits and surveys to ensure compliance with signage and PPE policies.
• Deliver excellent customer service and drive continuous improvement.
• Promote the Biggest Upgrade in 150 years and explain benefits to customers.

Skills

Communication skills

Customer engagement

Team player

UK driving licence

Organisational skills

Influence at all levels

Job description

Responsibilities

• Lead the engagement and communication on each project from beginning to end. Stakeholders will include Local Government Councillors and officers, members and officers of Parish Councils and Residents Associations
• Work within the project delivery teams to ensure that customer and stakeholders' requirements are championed.
• Ensure any complaints are responded to and resolved within set timeframes and promote customer commendations.
• Work alongside the various Thames Water departments (i.e. Local Engagement team, Social Media Team and the Brand and Marketing Team) to ensure that our projects, including signage, are on brand and that any written communication uses the Thames Water tone.
• Ensure webpages are created to promote and update our projects, and keep our customers informed.
• Accountable for completion of all relevant documentation which forms part of the communication plans for each project, i.e. customer impact assessments and letters.
• Represent Thames Water along with our project teams at customer, stakeholder and project meetings as required, including public drop-in sessions and Webinars.
• Attend site visits and complete site surveys to confirm compliance with policies, e.g. signage. PPE.
• Deliver excellent customer service and continuous improvement.
• Support and promote our Biggest Upgrade in 150 years, understanding and explaining the benefits to our customers and stakeholders.

Requirements

• Full valid UK driving licence.
• Strong communication and engagement skills
• Balance competing demands to deliver solutions accepted by all parties.
• Good organisational skills
• Experience in customer engagement
• Ability to liaise at all levels and influence accordingly.
• Be a team player.
• Full UK driving licence as travel to other sites is required.

Location

Base location - Hybrid - Clearwater Court, Reading

Working Pattern

Working pattern - Monday to Friday 36 hours

About Us

We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job, and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy meaningful career opportunities, flexible working arrangements, and excellent benefits.

If you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We're committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that's extra time, accessible formats, or anything else, just let us know; we're here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business and meet colleagues.

Benefits

• Competitive salary from £42,000 to £46,000 per annum
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Car Allowance
• Performance-related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling, Cycle to Work schemes, shopping vouchers, and life assurance.