Customer Experience Manager

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).

The role

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.

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

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

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

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 and 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.