Relationship Manager – Household

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

As Relationship Manager, you will:

• build and maintain strong relationships with water companies and key external stakeholders
• act as the main day-to-day point of contact for your allocated companies
• use evidence, research and insight to understand performance and identify areas for improvement
• confidently challenge water companies and influence their position to achieve better outcomes for consumers
• prepare briefings, reports and other materials for senior stakeholders
• attend meetings, assessments and accountability sessions with water companies
• work closely with internal teams
• identify wider trends and issues affecting consumers and contribute to CCW’s policy and advocacy work
• brief senior leaders and respond to requests for information from stakeholders including the Executive Team and Board
• represent CCW at meetings, panels and conferences where required

The candidate

We are looking for a Relationship Manager who can build strong relationships while also having the confidence to challenge and influence.

You will bring:

• experience of influencing external stakeholders and evidence of changing someone’s position or approach
• a strong understanding of putting consumer or customer outcomes at the heart of your work
• the ability to manage challenging and ambiguous situations where different stakeholders have competing priorities
• confidence and credibility when engaging with senior people, while knowing when to challenge and when to listen
• strong analytical and problem-solving skills, with the curiosity to investigate information and ask the right questions
• excellent written and verbal communication skills, including the ability to produce clear briefings and explain complex information
• strong organisation and prioritisation skills, with the ability to identify what needs attention first

This is a role where your work can make a visible difference. You will have the opportunity to influence organisations, challenge existing approaches and help shape improvements that deliver better outcomes for consumers.

Please note that regular travel across England and Wales is required, including occasional overnight stays.

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 complete the Disability Scheme form available to download from our CCW Vacancies page Vacancies at CCW and include this with your application to Gi Group.

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.