Customer Experience Lead - Public Engagement & Projects

idibu; Reading; Hybrid; GBP 42,000 - 46,000; Full time

Benefits offered by this job

Car allowance

Annual leave 26 days increasing to 30

Pension scheme

Performance-related pay plan

Health and wellbeing benefits

Job summary

Thames Water is seeking a Customer Experience Coordinator to lead stakeholder engagement and ensure customer needs are at the heart of major utility projects. Base location is hybrid at Clearwater Court, Reading, with a Monday–Friday 36-hour pattern.

You will work across Local Government and community groups, coordinating with multiple teams to keep projects on-brand and inform customers through webpages and letters. A full UK driving licence is required.

Qualifications

• Strong communication and engagement skills required.
• Ability to balance competing demands and deliver solutions acceptable to all stakeholders.
• Good organisational skills and proactive customer focus.
• Experience in customer engagement and liaising with stakeholders at multiple levels.

Responsibilities

• Lead engagement and communication on each project from start to finish with stakeholders including Local Government Councillors and residents associations.
• Work with project delivery teams to champion customer and stakeholder requirements.
• Ensure timely responses to complaints and promote customer commendations.
• Collaborate with Local Engagement, Social Media, Brand and Marketing teams to keep communications on-brand and aligned with 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, public sessions, webinars, and site visits as required.

Skills

Communication

Engagement

Organisation

Customer engagement

Stakeholder liaison

Teamwork

Driving licence

Job description

Thames Water is seeking a Customer Experience Coordinator to lead stakeholder engagement and ensure customer needs are at the heart of major utility projects. Base location is hybrid at Clearwater Court, Reading, with a Monday–Friday 36-hour pattern.

You will work across Local Government and community groups, coordinating with multiple teams to keep projects on-brand and inform customers through webpages and letters. A full UK driving licence is required.