Customer Engagement Officer

**Date**:16 Dec 2024

**Company**:DWR Cymru Cyfyngedig Welsh Water Plc

**City**:Caernarfon

**Address**:Caernarfon, Wales, GB, LL54 5UD

**Job Requisition Number**
- 7166**Work Type**
- Permanent**Job Function**
- Human Resources & Comms**Salary Range**
- £29,285.00 -£33,277.00**Base**
- Dinas Caernarfon**Closing Date**
- 23:59 on 30/12/2024**What you’ll be responsible for**

This role will help deliver an important customer engagement strategy on major investment work to upgrade our drinking water network throughout our distribution zones. The projects consist of a mixture of mains replacement and mains cleansing work.Working with Dŵr Cymru’s Communications Team and the Water Operations Team, the roles involve helping to devise, manage and implement a targeted customer engagement strategy that engages and informs the communities about the work. This will include all customers and interested stakeholders, schools, businesses, local community groups, local authorities etc.**Core Responsibilities**
- To be the main point of contact for customers impacted by our zonal project programme - including manning an information van that will be used as part of the project.
- Manage the drafting, printing and distribution of customer correspondence and other communications materials relating to the project.
- To arrange community events, exhibitions, surgeries as necessary, door knocking as required.
- To drive awareness among local customers (household and non-household) - of the major investment to protect drinking water supplies.
- To assist the relevant Community Engagement Manager to deliver the targeted communication plan, including community and customer engagement, to inform stakeholders (including schools, businesses, local community groups, local authority departments as required ) about the benefits of the scheme and the impact on the area and its population.
- Work closely with contract partners and their staff who are responsible for carrying out the works on behalf of Welsh Water, including ensuring project sites are appropriately branded.
- To ensure the Welsh Water brand receives appropriate recognition and credit is given when due.
- Raise purchase orders when required.
- Provide support for the Community Engagement Manager.
- Work closely with internal stakeholders across the business.
- Support the updating the relevant communication channels, including the website, our call centre and social media channels.
- Liaise with the Education Manager to arrange school visits where appropriate.
- Assist relevant Community Engagement Manager to arrange site visits as required for internal and external stakeholders and photography as required.
- To monitor media coverage and political developments and to evaluate the impact on the project and communications strategy

**Who you’ll work with**

**Internal**
- Community Engagement team
- Wider Welsh Water Communications team
- Engineering Delivery team
- Education team
- Water Operations team
- Stakeholder and Public Relations team

**External**
- Relevant contractors
- Local ward councillors
- Local authority
- Local housing authority

**About you**

**Knowledge, Skills & Experience**
- Delivering first class customer service, face to face and via other communications channels
- Developing relationships with partner organisations e.g. contractors and local authorities
- Managing and resolving complaints from customers, stakeholders and other external bodies
- Highly competent in Microsoft Office Packages
- Good verbal and written skills
- Office and diary management skills
- Events management experience
- Welsh speaker (desirable)
- An understanding of PR would be desirable

**Good to know**
- Hybrid working, expectation to be flexible and travel to site

**Benefits**
- As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
- Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
- Option to buy additional annual leave up to 5 days per year
- Enhanced employer pension contributions - Up to 11% employer contributions
- Free Mortgage Brokering Services
- Enhanced family friendly policies
- Gym and fitness discounts as well as high street shopping
- Cycle to work scheme
- Discount off all Welsh Water visitor attraction centres and gift shops
- Car-leasing scheme and free on-site parking at all sites
- Health CashBack scheme and access to an online GP service
- An employee assistance programme for employees and their immediate family
- Many more can be found here

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment

Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.**Who