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Job summary

CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone’s needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen.

We are a government Arm’s Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra).

Our values:

We expect and support all CCW colleagues to embody and celebrate CCW’s values through ositive Energy, Respect for all, Innovative spirit, Delivery of our promises and being Engaged as one (PRIDE).

This is a unique opportunity to join the independent voice for water consumers in England and Wales. As a Customer Experience Manager, you will have the chance to work closely with water companies, regulators and senior stakeholders, playing a key role in assessing customer service performance, influencing improvements and helping to shape the future customer experience agenda across the sector. The role offers significant ownership and influence across a range of high-profile customer experience initiatives, with a focus on stakeholder engagement and sector-wide impact rather than direct people management.

Job description

THE ROLE

As Customer Experience Manager, you will:

· Spearhead and coordinate CCW's suite of customer experience assessments of water companies.

· Build strong relationships with internal and external stakeholders, acting as a trusted and credible representative of CCW.

· Analyse customer service performance, complaints handling and assessment findings to identify areas for improvement.

· Prepare high-quality reports, briefings and recommendations for a variety of audiences.

· Facilitate discussions, workshops and assessment meetings with confidence and professionalism.

· Support the development of customer policy, guidance and future assessment frameworks.

· Use evidence and insight to encourage service improvements and drive positive outcomes.

· Represent CCW at meetings, forums and industry events across England and Wales.

Person specification

THE CANDIDATE

We are looking for someone who is engaging, organised and people-focused, with:

• Experience working in customer experience, complaints, stakeholder engagement or a similar environment.
• Knowledge of regulated industries, utilities or the water sector is highly desirable, but not essential.
• Strong communication skills and the ability to articulate ideas clearly and influence others.
• Experience producing reports, briefings or recommendations based on evidence and analysis.
• Experience using data, research and customer insights to support decision-making.
• Excellent attention to detail and strong organisational skills.
• Confidence engaging with a wide range of stakeholders and directing discussions.
• The ability to build credibility, develop relationships and challenge constructively when required.
• Sound judgement, initiative and a collaborative approach to problem solving.
• A genuine passion for improving customer outcomes.

Benefits

Alongside your salary of £40,510, Consumer Council for Water contributes £11,735 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

BENEFITS & OFFERING

• Hybrid working policy: 8 days per month office based, remainder can be worked from home.
• 25 days annual leave allowance plus 10½ days' public and privilege holidays.
• Flexi time is available, with the ability to accrue and take time off in lieu throughout the year.
• Generous Civil Service Pension
• Health & Fitness allowance
• Paid allowance days for voluntary work
• Wellbeing Hour once a month
• Onsite Coffee shop
• Free Eye Test every 2 years and Free Flu Jab annually

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

To be considered for this role, please click on the link provided.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Kamila Korzeniewska
• Email : Kamila.Korzeniewska@gigroup.com

Recruitment team

• Email : Kamila.Korzeniewska@gigroup.com