Customer Experience Manager

3 weeks ago

Brighton, Brighton and Hove, United Kingdom M Group Services Full time
About The Role

M Group Services is proud to announce a new opportunity within our Southern Water Services framework, part of a transformative £3.7 billion capital delivery programme set to revolutionise water and wastewater management for potentially a 12-year framework (7+5).

As Southern Water's Infrastructure Strategic Delivery Partner for Clean & Wastewater, we will be responsible for the Design & Build of major infrastructure projects. This extensive programme covers the entire Southern Water Services region, including the Isle of Wight. The clean water infrastructure programme will require upgrading existing assets and installing new assets to reduce leakage and usage across the region. The wastewater programme will support Southern Water Services in protecting & improving the environment for their communities and customers. Ensuring healthy rivers and seas, through growth, enhancement, and sustainability, with a focus on carbon reduction and social value.

Key Responsibilities
  • Working collaboratively with our client Southern Water to deliver on promises to customers & Stakeholders.
  • Developing our strategy and Customer Engagement Plan and playing a vital role in creating an excellent customer experience and service.
  • Continual Improvement to our plans and policies, innovating and listening to feedback.
  • Aiding in the adoption of our "we're One Team" collaborative approach, ensuring a seamless end-to-end customer journey.
  • Engaging in regular and continuous feedback, identifying pain points to enhance service and proactively drive efficiencies.
  • Delivering the Supply Chain Customer Principles.
  • Managing KPIs to ensure C-Mex, D-Mex & BR-Mex scores are exceeded, holding the loop, customers informed and updated, and ensuring site communication.
  • Collaborative development of our Customer Contact Strategy.
  • Supporting Incident Management as a value-adding activity.
  • To engage with all stakeholders in projects to ensure positive customer messaging in relation to the works taking place.
  • Generate & deliver engagement ideas.
  • Review the scope of work and create a Customer & Stakeholder Management Plan, Customer Impact Assessment, and Customer Communications Plan.
  • Attend site visits and public meetings to engage customers in person, where necessary.
  • Interact with our client on the Communications Plan and proactively manage escalations to avoid complaints.
  • Interact with customers, identify their needs, and work towards a point that is mutually satisfactory to the customer and the project.
  • Capture and act upon customer feedback and complaints.
  • Collect reviews and testimonials that support the positive reputation of our client.
  • Monitor the effectiveness of communication plans and look for continuous improvement opportunities throughout the lifecycle of a job.
  • Providing an excellent service and support to our client and their customers to build healthy relationships with them.
  • Collaborate with different teams and monitor all aspects of the project to be able to take a holistic view on communications.
  • Lead various customer projects simultaneously.
  • Execute analysis of customer engagement in completed projects to drive improvement.
  • Assist in training programs to help the wider team to understand project objectives.
  • Understand C-Mex, D-Mex, and BR-Mex and how we contribute to it, and actively promote behaviours that impact scores.
  • Optimise multi-channel solutions to engage our customers.
What's in it for you?
  • Company Car or Allowance and Fuel Card.
  • Matched Pension Scheme.
  • Hybrid Working.
  • Private Health Care and Health care Cash plan.
  • 25 days' annual leave plus 8 days' bank holiday.
  • Access to our Employee Assistance Programme.
  • Life Assurance.
  • Enhanced Maternity and Paternity policy.
  • Access to My Rewards which provides fantastic reductions on 1000's of purchases including Mobile Phone, Utility bill & top retail brand discounts.
Our Vision

At M Group Services, we're proud of our positive culture and commitment to safety. We believe in delivering a high-performing, sustainable workforce that supports our clients effectively. People stay with our business because of the opportunities for growth and development, our inclusive culture, and our dedication to providing a safe and supportive work environment.

This is an opportunity for individuals who are looking to join an organisation that values integrity, safety, and diversity. For this role, we are seeking individuals who are committed to supporting our long-term goals and who embrace change and promote diversity. We believe that listening to our people, providing feedback, and keeping them informed about the direction of the business is essential to our continued success.

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