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Customer Experience Specialist
2 weeks ago
Job No. BBUK14824
Customer Experience Specialist - Peterborough/Hybrid
Power T&D
Customer Care
Peterborough/Hybrid
Permanent
About the role
Location: East Anglian region - Hybrid working
Are you passionate about delivering exceptional customer experiences and making a real difference in local communities? Do you thrive in a dynamic environment where you can influence key decisions and drive positive change? If so, we have an exciting opportunity for you
As a Customer Experience Specialist, you’ll play a vital role in ensuring that Anglian Water’s projects are delivered with customer needs at the forefront. Working closely with internal teams, local communities, and key external stakeholders, you’ll help shape and enhance customer engagement while driving social value initiatives.
What you'll be doing
- What You’ll Be Doing:
- Stakeholder Management: Build and maintain strong relationships with senior project managers, construction managers, and site teams to ensure customer considerations are embedded at every stage of project delivery.
- External Engagement: Engage with elected officials, transport agencies, and community groups to promote transparency and proactive communication.
- Customer Advocacy: Act as the voice of the customer, influencing decisions to improve the Customer Measure of Experience (CMEX).
- First Point of Contact & Resolution: Handle customer enquiries and complaints with a focus on achieving first-time resolution and a high standard of service.
- Data Analysis & Insight: Analyse customer feedback, identify trends, and present actionable insights to internal teams to drive continuous improvement.
- Engagement Strategy: Develop and execute engagement plans that effectively communicate key messages and enhance customer understanding.
- Social Value & CSR: Identify opportunities to deliver meaningful community benefits and corporate social responsibility initiatives.
- Communication & Storytelling: Confidently share project updates and key messages through traditional and digital channels, ensuring customers stay informed.
Who we're looking for
- What We’re Looking For:
- Strong relationship management and stakeholder engagement skills.
- Analytical mindset with the ability to interpret and present complex data.
- Excellent communication skills, both written and verbal.
- Strategic thinker with the confidence to challenge and influence decision-making.
- Experience in customer engagement, community relations, or a similar role.
- Passionate about enhancing customer experience and delivering social value.
- Full driving license and willingness to travel across the region
Why work for us
- Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.
Why join us?
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:
- Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
- 25 days paid annual leave (pro rata)
- Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
- Pension, share incentive plan, volunteering leave, recognition schemes and much more
About us
- Balfour Beatty’s Power Transmission & Distribution teams work with regional, national and international electricity network owners and operators to provide technical engineering solutions across the full spectrum of the electricity grid, including overhead lines, cabling, substations and distribution networks.
From scoping and feasibility, to design, construction and on-going maintenance, our in-house experts, flexible resources and industry-leading innovations support customers in the development of some of the UK’s most ambitious power transmission and distribution projects.
Diversity and inclusion
