Customer Engagement Manager

2 weeks ago

Worthing, United Kingdom Search Consultancy Full time

8955BR - Customer Experience Manager - Worthing - £50k (DOE) - Permanent
- 37 Hours pw
- Remote working
- Travel required
The Opportunity
An amazing opportunity has arisen for an experienced Customer Experience professional to join this large, well established business. The position is flexible with the option of working from home and 2 days office based in Durrington, Sussex, as well as travelto site as and when required.
You will be the customer champion within the Engineering and Construction directorate of the business. You will be pivotal with initial decision making, design, consultation through communications and engagement planning to delivery oversight. You will be thevoice of the customer when liaising with the project team, engineers, senior management and stakeholders including customers, landowners and other interested parties. You will contribute towards managing the relationship betweenthe business and the customersand transition this to the programme of work, in short, you will help the business think 'Customer' at the forefront of all they do in capital projects.
Your core responsibilities are:

- Review existing and new engineering projects for customer impact and associated engagement plans
- Assess engagement plans, identify areas of improvement based on highest impact and address
- Lead on individual project engagement plans liaising with capital PR, brand, and communications teams, determining additional resource requirements where required
- Carry out customer journey mapping and service design for engineering project customer journeys
- Define customer experience principles to be applied within E&C and delivery partners
- Support the development of training or other interventions to enhance customer service skills and drive a deeper awareness of customer experience
- Work with colleagues to identify and remove barriers to excellent customer service
- Bring the customer in to the E&C PR24 submissions and AMP8 delivery partner contracting.
- Support delivery of projects through customer facing activities and engagement
- Develop innovative approaches to customer engagement to supplement face to face and written correspondence
What you'll need:

- Previous Customer experience and customer service knowledge applied in an operational or construction led environment
- Excellent influencing skills and communication skills
- Journey mapping and service design experience
- Passion for customers and excellent customer experience
- Practical and can do - ability to turn theory into action
- Collaborative - able to work with diverse communities to achieve common goals
What you'll receive
- Competitive Salary
- Excellent benefits package
- A varied career dealing with different people, projects and locations on a daily basis.
- A chance to make this position your own and progress within a large, well stablished business.

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