Customer & Stakeholder Engagement 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 water and energy sector, as part of a transformative £3.7 billion capital delivery programme set to revolutionise infrastructure management for potentially a 12-year framework (7+5).

As a key member of our team, you will be responsible for delivering excellence in customer and stakeholder management, working closely with our site teams and Contract Director to drive compliance and ensure our system aligns with the Business Management system.

Key Responsibilities
  • Developing our strategy and Customer Engagement Plan to create an excellent customer experience and service
  • Continual Improvement to our plans and policies, innovating and listening to feedback
  • Adopting a collaborative approach to work with our client Southern Water to deliver on promises to customers & Stakeholders
  • 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, Hold the Loop, Customers informed and updated & ensuring site communication
  • Collaborative development of our Customer Contact Strategy
  • Supporting Incident Management as a value-adding activity
  • Generating and delivering engagement ideas
  • Reviewing the scope of work and creating a Customer & Stakeholder Management Plan, Customer Impact Assessment and Customer Communications Plan
  • Attending site visits and public meetings to engage customers in person, where necessary
  • Interacting with our client on the Communications Plan and proactively managing escalations to avoid complaints
  • Interacting with customers, identifying their needs, and working towards a point that is mutually satisfactory to the customer and the project
  • Capturing and acting upon customer feedback and complaints
  • Collecting reviews and testimonials that support the positive reputation of our client
  • Monitoring the effectiveness of communication plans and looking for continuous improvement opportunities throughout the lifecycle of a job
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

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