Relationship Manager Non-Household

About us

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 Positive Energy, Respect for all, Innovative spirit, Delivery of our promises and being Engaged as one (PRIDE).

The role

The Relationship Manager will lead CCW’s day‑to‑day engagement with water retail companies, acting as the primary liaison for allocated organisations. The role focuses on building constructive relationships, challenging performance, and using evidence to influence improvements that benefit business customers.

Key responsibilities

• Company relationship management – Lead regular engagement with assigned retail companies. Maintain up‑to‑date knowledge of company policies, operations, performance, regulatory requirements and market systems
• Performance challenge – Provide evidence‑based challenge to company policies and practices to secure positive change for business customers
• Internal collaboration – Work closely with Policy, Research, Customer Service, Data and Communications teams to share insights, and escalate issues
• Influencing and advocacy – Support consultation responses, draft papers for senior stakeholders, contribute to media messaging and represent CCW at meetings, conferences and panels
• Stakeholder communication – Provide expert briefings to CCW’s Executive, Board, Defra and other stakeholders as required

The candidate

Essential skills & experience:

• Analytical capability – Proven ability to collect, interpret and synthesise qualitative and quantitative data; strong problem‑solving and critical thinking skills
• Planning & organisation – Ability to manage workload, resources and time effectively
• Influencing & collaboration – Strong communication skills, able to present complex information clearly and work collaboratively with diverse stakeholders
• Relationship management – Excellent interpersonal skills with the ability to maintain productive partnerships
• Stakeholder engagement & negotiation – Ability to influence outcomes and negotiate effectively to improve services for business customers

To ensure you’re well-prepared before applying to work at CCW, we’ve laid out everything you need to know on our information for applicants page.

Benefits

• 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

Disability Confident Scheme

We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long-term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme.

If you would like to apply through this scheme, please fill in the Disability Confident Scheme form and include this with your application.

We want everyone to have a fair chance, no matter their age, disability, gender identity, marital status, family status, race, religion/belief, sex or sexual orientation. All applications are considered fairly based on merit. To enable us to monitor this, candidates are asked to complete the voluntary Equal Opportunity Monitoring form. The information provided will be kept confidential and will be used for monitoring purposes only.