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- Tasks: Lead customer engagement strategies and ensure customer voices shape our services.
- Company: Affinity Water is transforming public services with a focus on customer needs.
- Benefits: Enjoy hybrid work, generous leave, and a double match pension scheme.
- Why this job: Make a real impact in a collaborative team that values innovation and customer input.
- Qualifications: Experience in the water industry and strong communication skills are essential.
- Other info: Flexible adjustments available for applicants needing support.
The predicted salary is between 51000 - 68000 £ per year.
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This range is provided by Affinity Water. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Affinity Water
In-House Recruitment Partner at Affinity Water
At Affinity Water, we’re on a journey to transform how customers shape our services and long-term plans. We\’re looking for a Customer Engagement Manager to lead our strategic customer engagement programme, drive customer-led decision-making, and strengthen our relationships with key stakeholder groups, including the Independent Challenge Group.
This is a unique opportunity to influence how a vital public service evolves by ensuring our business decisions are informed by what matters most to the people we serve.
At Affinity Water, our customers are at the heart of everything we do — and your role will ensure their voices directly shape our future. You\’ll join a collaborative and strategic team, with exposure to a broad range of stakeholders and real influence over business direction. We value innovation, flexibility and a proactive mindset — and we’ll support you to grow and thrive in your role.
What you’ll be doing
- Lead our customer engagement strategy for regulatory purposes including PR29, with support from a dedicated Customer Engagement Lead.
- Coordinate cross-functional insights working with teams across Customer Experience, Finance, Asset Management and more to ensure our customer engagement reflects business priorities and future investment needs.
- Oversee research commissioning including qualitative, quantitative, and valuation work (e.g., Willingness to Pay studies).
- Triangulate and translate insights into actionable evidence that shapes strategic and operational plans.
- Be the key liaison with the Independent Challenge Group, managing meetings, feedback loops, and onboarding of new members.
- Champion the Water (Special Measures) Act 2025 by embedding direct customer involvement into business planning and decision making.
- Disseminate strategic customer insights across the business, ensuring a strong customer voice in everything we do.
What we’re looking for
- Proven experience in the water industry or regulated utility (price review experience is a plus).
- Demonstrated ability to embed customer-focused decision making into business processes.
- Skilled at engaging with customers, communities, and senior stakeholders.
- Strong background in commissioning and managing research and engagement agencies.
- Excellent communication skills — both verbal and written, with an eye for crafting effective, customer-facing materials.
- Strong organisational skills, able to manage multiple priorities and influence senior stakeholders.
- Confident using Microsoft Office and managing projects with a high degree of autonomy.
- A full UK driving licence is required.
- Salary £60,000 – 65,000 per annum dependant on experience
- Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield
- Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days.
- A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous \’double match pension scheme\’ that doubles the contributions you make (company contribution capped at 12%)
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
- Disability Confident
If you need any reasonable adjustments and would like to apply in a different format, please do let us know.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
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Job function
Management, Project Management, and Strategy/Planning
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Industries
Utilities, Strategic Management Services, and Public Relations and Communications Services
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Customer Engagement Manager employer: Affinity Water
Contact Detail:
Affinity Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement Manager
✨Tip Number 1
Familiarise yourself with the Water (Special Measures) Act 2025 and how it impacts customer engagement in the water industry. Understanding this legislation will help you demonstrate your knowledge during discussions and show that you're proactive about industry changes.
✨Tip Number 2
Network with professionals in the water industry, especially those involved in customer engagement or regulatory processes. Attend relevant events or webinars to connect with potential colleagues and gain insights into current trends and challenges in the sector.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully engaged customers or stakeholders in previous roles. Highlight your ability to translate customer insights into actionable strategies, as this is crucial for the Customer Engagement Manager position.
✨Tip Number 4
Research Affinity Water's current customer engagement initiatives and any recent news about the company. Being knowledgeable about their projects will allow you to tailor your conversations and show genuine interest in contributing to their mission.
We think you need these skills to ace Customer Engagement Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer engagement and the water industry. Use specific examples that demonstrate your ability to embed customer-focused decision-making into business processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer engagement and how it aligns with Affinity Water's mission. Mention your experience with stakeholder management and your skills in commissioning research, as these are key aspects of the role.
Showcase Communication Skills: Since excellent communication skills are crucial for this position, consider including a brief example of a successful project where you effectively engaged with customers or stakeholders. This will demonstrate your ability to craft effective, customer-facing materials.
Highlight Organisational Skills: Given the need to manage multiple priorities, emphasise your organisational skills in your application. Provide examples of how you've successfully managed projects with a high degree of autonomy, which is essential for the Customer Engagement Manager role.
How to prepare for a job interview at Affinity Water
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Engagement Manager. Familiarise yourself with Affinity Water's customer engagement strategy and how it aligns with regulatory requirements like PR29.
✨Showcase Your Experience
Prepare to discuss your previous experience in the water industry or regulated utilities. Highlight any relevant projects where you successfully embedded customer-focused decision-making into business processes.
✨Engage with Stakeholders
Demonstrate your skills in engaging with customers and senior stakeholders. Be ready to share examples of how you've effectively communicated insights and influenced decision-making in past roles.
✨Prepare for Research Discussions
Since the role involves overseeing research commissioning, be prepared to discuss your experience with qualitative and quantitative research. Think about how you can translate insights into actionable evidence that shapes strategic plans.
