Customer Engagement Manager

As North London Customer Engagement Manager, you will be leading a small team within a customer service-focussed environment to deliver communications for projects that will improve the service we provide in the capital.

Suited to someone with a passion for excellent customer service and strong communications skills, the role offers the chance to make a real difference to the way we engage with communities about the benefits of investment in their areas.

What you’ll be doing as a North London Customer Engagement Manager

• Leading a team of three responsible for customer communications - overseeing their work; ensuring high standards; coaching and supporting their development
• Preparing and approving communication materials
• Collaborating with a range of teams, particularly those responsible for delivering capital projects and colleagues working on communications and engagement in our delivery partner organisations
• Responding promptly to enquiries from customers about our work and resolving any problems that arise
• Attending site visits and meetings with colleagues and external stakeholders

Base location – Hybrid – Clearwater Court Reading
Working pattern – Monday to Friday 36 hours
Necessary requirements for the role - Travel will be required to a range of locations across north London, dictated by the location of capital projects.

What you should bring to the role
Essential

• Ability to motivate and coach a team, setting challenging goals and supporting colleagues to deliver them
• Excellent communications skills, including writing accurate and clear customer-facing materials such as letters and web copy
• Track record of improving performance in people and process
• Strong understanding of issues around the delivery of capital projects that affect communities
• Good level of numeracy and literacy
• Customer-service focus
• Problem-solving and adaptability

Desirable

• Wider experience of communications and engagement (for example, media relations or stakeholder engagement)
• Knowledge and experience of capital projects in the utilities industry

What’s in it for you?

• Competitive salary from £45,000 to £55,000 per annum depending on experience
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Access to lots of benefits to help you take care of your and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.