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Client Relationship Manager

2 months ago

Reading, Reading, United Kingdom Thames Water Full time
Thames Water is on the lookout for a dedicated Client Relationship Manager on a fixed-term contract. This position will focus on nurturing and sustaining effective partnerships with our NAV clientele. You will serve as the representative voice of the NAV within Thames Water and vice versa, aiming to enhance Thames's commercial success through strategic account oversight and contract administration.

Key Responsibilities:
  • Establish and uphold robust working relationships with both internal and external stakeholders.
  • Act as the primary liaison for all NAV clients, ensuring their interests are represented within Thames Water.
  • Oversee the contractual process throughout the contract's duration.
  • Monitor new applications and guarantee that service level agreements (SLAs) are met and reported accurately.
  • Enhance customer service quality, particularly those identified through Account Management initiatives.
  • Shape and implement Thames' customer engagement strategies, including NAV forums, webinars, and account management meetings, while delivering necessary communications.
  • Provide regular updates through presentations on services, escalations, and customer concerns to stakeholders at various organizational levels.
  • Document significant customer engagement outcomes from meetings and industry events.
  • Maintain current knowledge of company offerings and services.
  • Address complaints and mitigate further issues through process enhancements.
  • Act as a NAV advocate, focusing on improving the overall customer experience within the organization.
Transformation in Service Delivery:
As our Service Delivery undergoes an exciting software transformation, you will be required to:
  • Participate in workshops and collaborate with digital suppliers to articulate our needs.
  • Create training documentation.
  • Support the implementation of the new software.
Essential Qualifications:
  • Proven ability to cultivate strong and positive working relationships.
  • Experience in contract management.
  • Approachable and positive demeanor.
  • Capability to comprehend complex information and convey it in simple terms.
  • Adaptability with strong problem-solving abilities.
  • Excellent verbal and written communication skills.
  • Strong planning, organization, and time management skills.
Desirable Skills:
  • Experience in defining and documenting processes/services.
  • Proficient in Excel.
What We Offer:
  • Competitive salary range based on skills and experience.
  • Generous annual leave policy, increasing with tenure.
  • Contributory pension scheme with a defined contribution.
  • Annual personal medical assessments.
  • Access to a comprehensive benefits scheme designed to support your well-being.
About Thames Water:
At Thames Water, our mission is clear: to provide essential services that allow our customers, communities, and the planet to thrive. We recognize that water is vital for all living things, and we are committed to its stewardship.

As we face challenges such as extreme weather, we must ensure that our services remain reliable and effective. Join us in making a difference.

Commitment to Diversity:
Thames Water values the diverse skills and experiences of our workforce. We strive to create an inclusive environment where all individuals can thrive and contribute to our mission. We welcome applications from candidates of all backgrounds and provide support throughout the recruitment process.