Customer Engagement Officer
| Posting date: | 24 April 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | To £25,00 depending on experience |
| Hours: | Part time |
| Closing date: | 24 May 2025 |
| Location: | South Staffordshire, WS2 7PD |
| Company: | South Staffs Water |
| Job type: | Permanent |
| Job reference: | 73 |
Summary
Job Advert
Job Title Customer Engagement Officer
Location South Staffordshire
Salary To £25,000 depending on experience
Hours 32 hours per week
Travel On the road
South Staffs Water have a fantastic opportunity to support our customers as part of the Universal Metering Programme. In 2021,
South Staffs Water and Cambridge Water were added to the government list of ‘seriously water stressed areas’. We want to make sure
we can provide enough high-quality drinking water to meet our customers’ needs whilst protecting our local environments. As part
of this, South Staffs Water and Cambridge Water have committed to deliver a Universal Metering Programme. We’ll be installing
161,500 water meters in customers homes between 2025 to 2030. This will help customers manage their bills, give us operational
insights to respond to incidents quicker, and allow better resource management so we can protect the local environment.
Customer care will be at the heart our programme – from initial notification of the meter installation to the way we support
customers during the work and with their billing afterwards, every stage of the journey should involve extra care and clear
communication.
That is why we are recruiting a full time Customer Liaison officer to join us in the South Staffs region. Reporting to the Head
of Universal Metering, the successful candidate will lead the onsite customer engagement for the Universal Metering Programme.
About Us:
At South Staffs Water, we deliver clean and reliable water supplies to around 1.7 million customers within the South Staffs and
Cambridge regions. As a water only Company, providing clean, healthy water 24 hours a day, 365 days a year is at the very heart of
what we do and that’s where you come in.
The role:
As a Customer Liaison officer you’ll be based in the South Staffs region and travel to the locations where meters are being
installed to represent the company and answer any questions customers may have. You’ll primarily be responsible for household
customers, but you may also be required to speak to business owners and site managers too. Whilst our partner organisations
install the meters, you’ll check that residents understand what’s happening, raise any issues or queries, deal with any complaints
and pay particular attention to our vulnerable customers – those that have medical needs or difficult personal circumstances.
Ensuring friendly, efficient and supportive customer service, this a key role for the programme and the business.
Key responsibilities:
* Responsible for all stakeholder management on site during works for the universal metering programme.
* Accountable for managing and escalating customer complaints relating to the programme. Empowered to make decisions for the best
outcome for customer satisfaction, limiting disruption and negative perceptions of the programme and company.
* Provide care to all customers including explaining the process, advising of their rights and providing details on who to
contact for further information.
* Provide care to vulnerable customers, making sure their water needs are taken care of, and any financial impacts are managed.
* Provide care to customers who have raised complaints, ensuring they are dealt with in an efficient manner, and a resolution is
sought swiftly.
* Liaise and manage the relationship with local councils to ensure they are fully informed and bought into the metering
programme, enabling a smooth process.
* Working with internal teams and external partners to ensure that queries are responded to in a timely manner
* Attending local events e.g. town halls, festivals and company events where representation would benefit the programme
What You’ll Need:
To be successful in this role, you should be able to:
* Work in a proactive manner as part of a hybrid team building strong relationships across internal and external organisations.
* Exhibit strong problem-solving skills, with lots of innovative thinking to solve sometimes unique or challenging problems as
quickly as possible.
* Handle challenging conversations and circumstances which require clear communication to maintain strong customer relations and
maintain customer satisfaction
* Be expected to travel across the entire South Staffs region while carrying out these duties. A full UK driving licence is
essential.
* Having prior experience working within the utility sector or water industry is beneficial but not essential. It’s more
important that you can understand a customer’s perspective and communicate effectively with them.
What You’ll Get in Return:
* Competitive Salary of up to £25,000 per annum depending on experience
* A company vehicle
* Company pension with employer contribution.
* Store discount for personal shopping needs.
* 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital and health.
* 25/7 remote GP access
Job Title Customer Engagement Officer
Location South Staffordshire
Salary To £25,000 depending on experience
Hours 32 hours per week
Travel On the road
South Staffs Water have a fantastic opportunity to support our customers as part of the Universal Metering Programme. In 2021,
South Staffs Water and Cambridge Water were added to the government list of ‘seriously water stressed areas’. We want to make sure
we can provide enough high-quality drinking water to meet our customers’ needs whilst protecting our local environments. As part
of this, South Staffs Water and Cambridge Water have committed to deliver a Universal Metering Programme. We’ll be installing
161,500 water meters in customers homes between 2025 to 2030. This will help customers manage their bills, give us operational
insights to respond to incidents quicker, and allow better resource management so we can protect the local environment.
Customer care will be at the heart our programme – from initial notification of the meter installation to the way we support
customers during the work and with their billing afterwards, every stage of the journey should involve extra care and clear
communication.
That is why we are recruiting a full time Customer Liaison officer to join us in the South Staffs region. Reporting to the Head
of Universal Metering, the successful candidate will lead the onsite customer engagement for the Universal Metering Programme.
About Us:
At South Staffs Water, we deliver clean and reliable water supplies to around 1.7 million customers within the South Staffs and
Cambridge regions. As a water only Company, providing clean, healthy water 24 hours a day, 365 days a year is at the very heart of
what we do and that’s where you come in.
The role:
As a Customer Liaison officer you’ll be based in the South Staffs region and travel to the locations where meters are being
installed to represent the company and answer any questions customers may have. You’ll primarily be responsible for household
customers, but you may also be required to speak to business owners and site managers too. Whilst our partner organisations
install the meters, you’ll check that residents understand what’s happening, raise any issues or queries, deal with any complaints
and pay particular attention to our vulnerable customers – those that have medical needs or difficult personal circumstances.
Ensuring friendly, efficient and supportive customer service, this a key role for the programme and the business.
Key responsibilities:
* Responsible for all stakeholder management on site during works for the universal metering programme.
* Accountable for managing and escalating customer complaints relating to the programme. Empowered to make decisions for the best
outcome for customer satisfaction, limiting disruption and negative perceptions of the programme and company.
* Provide care to all customers including explaining the process, advising of their rights and providing details on who to
contact for further information.
* Provide care to vulnerable customers, making sure their water needs are taken care of, and any financial impacts are managed.
* Provide care to customers who have raised complaints, ensuring they are dealt with in an efficient manner, and a resolution is
sought swiftly.
* Liaise and manage the relationship with local councils to ensure they are fully informed and bought into the metering
programme, enabling a smooth process.
* Working with internal teams and external partners to ensure that queries are responded to in a timely manner
* Attending local events e.g. town halls, festivals and company events where representation would benefit the programme
What You’ll Need:
To be successful in this role, you should be able to:
* Work in a proactive manner as part of a hybrid team building strong relationships across internal and external organisations.
* Exhibit strong problem-solving skills, with lots of innovative thinking to solve sometimes unique or challenging problems as
quickly as possible.
* Handle challenging conversations and circumstances which require clear communication to maintain strong customer relations and
maintain customer satisfaction
* Be expected to travel across the entire South Staffs region while carrying out these duties. A full UK driving licence is
essential.
* Having prior experience working within the utility sector or water industry is beneficial but not essential. It’s more
important that you can understand a customer’s perspective and communicate effectively with them.
What You’ll Get in Return:
* Competitive Salary of up to £25,000 per annum depending on experience
* A company vehicle
* Company pension with employer contribution.
* Store discount for personal shopping needs.
* 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital and health.
* 25/7 remote GP access