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Client Relationship Manager

2 months ago

Reading, Reading, United Kingdom Thames Water Full time
Thames Water is currently looking for a Client Relationship Manager on a fixed-term contract. This position is crucial for fostering and sustaining effective working relationships with our customer base. The role serves as the intermediary between our clients and Thames Water, ensuring that both parties are represented effectively. The aim is to enhance Thames's commercial success through strategic client management and contract oversight.

Key Responsibilities:
  • Establish and nurture robust working relationships with both internal and external stakeholders.
  • Serve as the primary contact for all clients and advocate for their needs within Thames Water.
  • Oversee the contractual process throughout the duration of the agreement.
  • Monitor new applications and ensure that service level agreements (SLAs) are met and accurately reported.
  • Enhance customer service through proactive engagement and feedback mechanisms.
  • Design and implement Thames' customer interaction strategies, including forums, webinars, and account management meetings.
  • Provide regular updates to stakeholders on services, escalations, and customer concerns through presentations.
  • Document significant outcomes from customer engagements and industry events.
  • Maintain current knowledge of company offerings and services.
  • Address complaints and implement process improvements to prevent future issues.
  • Act as a client advocate, focusing on enhancing the overall customer experience.
Service Delivery Transformation:
As we undergo an exciting software transformation, the role will also involve:
  • Participating in workshops and collaborating with digital suppliers to articulate our requirements.
  • Creating training documentation.
  • Supporting the implementation of new software solutions.
What We Seek:
  • Proven ability to build and maintain positive working relationships.
  • Experience in contract management.
  • A friendly and approachable demeanor.
  • Capability to simplify complex information for diverse audiences.
  • Adaptability and strong problem-solving skills.
  • Excellent verbal and written communication abilities.
  • Strong planning, organizational, and time management skills.
Desirable Skills:
  • Experience in defining and documenting processes and services.
  • Proficiency in Excel.
What We Offer:
  • Competitive salary range based on skills and experience.
  • Generous annual leave policy, increasing with length of service.
  • Contributory pension scheme with a maximum employer contribution.
  • Annual personal medical assessments.
  • Access to a comprehensive benefits scheme aimed at enhancing your wellbeing.
About Thames Water:
At Thames Water, our mission is clear: to provide essential services that allow our customers, communities, and the environment to thrive. Water is a vital resource, and we are dedicated to managing it responsibly.

As we face increasing challenges from climate change, we are committed to ensuring that every drop of water is used wisely. Join us in our mission to maintain and improve our services for the benefit of all.

Diversity and Inclusion:
We believe that a diverse workforce is key to our success. We strive to create an inclusive environment where all employees feel valued and empowered. We welcome applications from individuals of all backgrounds and experiences.

At Thames Water, we recognize the importance of teamwork, especially during challenging times. As part of our team, you will have opportunities to engage directly with our customers and contribute to our mission.