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- Tasks: Lead customer engagement strategies and manage performance metrics for exceptional service delivery.
- Company: Cappagh Contractors is a leading civil engineering firm focused on utilities and water projects.
- Benefits: Enjoy career progression, ongoing training, and a supportive work culture.
- Why this job: Join a dynamic team dedicated to customer excellence and continuous improvement in a rewarding role.
- Qualifications: Experience in customer engagement or performance management; strong analytical and communication skills required.
- Other info: Be the frontline of our business, embodying a proactive 'can do' attitude.
The predicted salary is between 36000 - 60000 £ per year.
Are you passionate about creating great customer experiences and driving measurable performance? Cappagh Contractors are looking for a forward-thinking Customer Engagement and Performance Manager to join our team on the Portsmouth Water AMP8 framework. In this challenging and rewarding role, you’ll be responsible for shaping our customer strategy, managing key relationships, and delivering exceptional service. You’ll take a data-driven approach to performance management—tracking KPIs, including CMEX and BMEX, and leading continuous improvements across customer journeys.
If you have a strategic mindset, a flair for engaging stakeholders, and a proven ability to deliver results, we want to hear from you.
Company
Cappagh Contractors
Reports to
Contract Manager/ Operations Director
Cappagh Contractors are seeking a dynamic Customer Engagement and Performance Manager to drive customer excellence and strategic engagement as part of our partnership on the
Portsmouth Water AMP8 framework. This pivotal role will champion exceptional customer relations, shape customer strategic vision, and manage performance against agreed Key Performance Indicators (KPIs), including CMeX, DMeX and Br-MeX.
Requirements
Key Responsibilities
- Develop and deliver a strategic customer engagement plan aligned to regulatory requirements and Portsmouth Water’s vision.
- Lead, support, and continually improve customer relationship management processes, ensuring proactive, personalised, and productive engagement at every touchpoint.
- Define and implement clear, measurable KPIs and objectives, including regulatory measures such as C-MeX, D-MeX and Br-MeX
- Oversee advanced monitoring and performance systems, utilising real-time data and analytics to track and report on customer satisfaction and operational metrics.
- Coordinate and chair regular performance reviews, using insights to drive improvements and celebrate successes.
- Act as the main point of contact for client representatives, stakeholders, and key accounts, ensuring positive collaborations and swift resolution of issues.
- Prepare and deliver detailed KPI and metric reports for clients, regulators, and internal audiences.
- Champion a culture of continuous improvement, learning, and customer centricity across operational teams.
Requirements
- Proven experience in customer engagement, service excellence, or performance management in utilities, infrastructure, or related sectors.
- In-depth understanding of regulatory customer metrics, such as C-Mex, D-Mex and Br-Mex, and the ability to improve performance against these.• Strong analytical skills and confidence in using data to inform decisions and drive strategy.
- Demonstrable ability to influence, negotiate, and manage stakeholder relationships at all levels.
- Excellent verbal and written communication skills.
- Relevant qualification or training in customer service, business management, or a related field.
About Cappagh Contractors
Cappagh Contractors is a respected civil engineering company specialising in utilities and water sector projects. We offer opportunities for career progression, ongoing training, and a commitment to quality, safety, and customer service. Working for Cappagh you will be the frontline of our business, embodying our “can do” attitude at every step of the way.
To apply send CV and cover letter using the form on this page – Reference PWCEPM
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Customer Engagement and Performance Manager – Portsmouth Water AMP8 employer: Cappagh Public Works Ltd
Contact Detail:
Cappagh Public Works Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement and Performance Manager – Portsmouth Water AMP8
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) mentioned in the job description, such as C-MeX, D-MeX, and Br-MeX. Understanding these metrics will not only help you in discussions but also demonstrate your commitment to driving performance.
✨Tip Number 2
Network with professionals in the utilities and infrastructure sectors. Attend industry events or join relevant online forums to connect with individuals who can provide insights into customer engagement strategies and performance management.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed stakeholder relationships in the past. Highlighting your ability to influence and negotiate will be crucial in showcasing your fit for this role.
✨Tip Number 4
Stay updated on the latest trends and technologies in customer engagement and performance management. Being knowledgeable about innovative approaches will set you apart and show that you're proactive about continuous improvement.
We think you need these skills to ace Customer Engagement and Performance Manager – Portsmouth Water AMP8
Some tips for your application 🫡
Understand the Role: Before you start writing, make sure you fully understand the responsibilities and requirements of the Customer Engagement and Performance Manager position. Tailor your application to highlight how your skills and experiences align with the job description.
Craft a Compelling Cover Letter: Your cover letter should reflect your passion for customer engagement and performance management. Use specific examples from your past experiences that demonstrate your ability to drive results and manage stakeholder relationships effectively.
Highlight Relevant Experience: In your CV, focus on your previous roles related to customer service, performance management, or utilities. Emphasise your understanding of regulatory metrics like C-Mex, D-Mex, and Br-Mex, and provide quantifiable achievements to showcase your impact.
Proofread and Format: Ensure your application is free from spelling and grammatical errors. Use a clean, professional format for your CV and cover letter. This attention to detail reflects your commitment to quality and professionalism, which is crucial for this role.
How to prepare for a job interview at Cappagh Public Works Ltd
✨Understand the Customer Metrics
Familiarise yourself with key performance indicators like C-MeX, D-MeX, and Br-MeX. Be prepared to discuss how you can leverage these metrics to enhance customer engagement and performance.
✨Showcase Your Strategic Mindset
Demonstrate your ability to develop and implement a strategic customer engagement plan. Share examples from your past experiences where you've successfully shaped customer strategies or improved service delivery.
✨Highlight Your Analytical Skills
Prepare to discuss how you use data to inform decisions. Bring examples of how you've tracked KPIs and used insights to drive improvements in customer satisfaction or operational performance.
✨Engage Stakeholders Effectively
Be ready to talk about your experience in managing stakeholder relationships. Highlight your communication skills and provide examples of how you've influenced or negotiated with various stakeholders to achieve positive outcomes.
