Executive Liaison Customer Field Manager - Exeter, United Kingdom - South West Water

Description

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We're proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we've also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Would you like to apply your organisation and communication skills within a progressive company with a focus on the future? Are you looking for an opportunity where your work ethic will be valued and progression is championed?

We currently have an opportunity for an Executive Liaison Customer Field Managerto join our team based in Exeter.

Joining us on a full-time permanent basis, you will receive a competitive salary of £28,000 - £30,000 per annum plus excellent benefits.

About the role

As our Executive Liaison Customer Field Manager, you will be Working across Bournemouth, Devon and Cornwall. This role will be field based and will involve speaking to /visiting customer houses, communities and SWW sites.

You will be responsible for the management of customers who have experienced an issue with their water or waste water services including all operational issues including sewer floodings, financial or affordability challenges right through to resolution.

You will identify and address areas of risk to performance or customer service standards as well as being accountable for escalating to the Executive Liaison Team Manager.

Delivery will be in line with all statutory regulatory obligations, internal policies targets and our aspiration to improve the experience for our customers.

What you'll be doing:

Responsible for the organisation and management of complex customer issues through first class communication and negotiation skills with customers, key stakeholders as well as internal stakeholders delivering a suitable and successful resolution to each issue.

Risk avoidance, media sensitivity, company awareness and flexibility are all key elements to this role.
Case Management for the following areas: Complex operational complaints, billing complaints, internal and repeat sewer floodings.
Supporting the management of MP contacts, Consumer Council for Water contacts and supporting our vulnerable communities and customers.

What we are looking for:
Full clean driving licence
Ability to organise, plan and structure workload effectively to ensure deadlines are achieved
Proven experience of delivering high performance standards through effective customer management and liaison work
Confident, collaborative, and proactive leader on a face to face or via telephone, video call.

What's in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us.

We're one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.

In return, we offer an excellent range of benefits including:

Generous holiday allowance plus bank holidays
A Company Bonus
Competitive Contributory Pension
Share-save Scheme
Various health benefits
Wellbeing support programmes
A range of Group Discounts
Cycle to Work Scheme
Financial support services
And plenty more

Closing Date:
Tuesday 14th May 2024

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.