Overview
In this role, you will manage relationships with the public, local communities, and internal and external stakeholders affected by CMDP+ projects. You’ll translate project plans into clear community communications and support a constructive, safe, and transparent engagement process. You will work closely with the Southern Water team to anticipate impacts, collect feedback, and drive continuous improvement. This is a community-facing role that helps deliver essential water and wastewater infrastructure with integrity and collaboration.
Responsibilities
- Follow Southern Water AMP8 Customer Journey process map and participate in site visits to assess customer impact
- Draft and implement scheme-specific Customer Impact Assessments and Communications Plans
- Execute activities within Communications Plans (signage, letters, drop-in events) and engage with local communities
- Act as initial point of contact for customer inquiries and complaints; manage end-to-end resolution per SLAs
- Log all enquiries/complaints on reporting platform and monitor progress
- Build relationships with local customers, businesses, clubs and organisations to promote trust
- Support Considerate Constructors Scheme registrations and audits as required
- Collaborate with CMDP+ and Southern Water teams to ensure integrated activity
Key requirements
- Engagement Delivery: oversee long-term engagement planning
- Advocacy: lead internal Community Relations forums
- Public Interface: ensure activities align with policies
- Management of Complaints & Enquiries: timely closure without escalation
- Written Communication: maintain corporate tone in communications
- Presentation Skills: present at community/industry events
- Social Value: collect/analyze data to assess impact
- Stakeholder Management: map stakeholders and share intelligence
- Negotiation & Facilitation: articulate points to achieve outcomes
- Risk Management: run lessons-learned sessions to improve quality
- Contractual Compliance: monitor SLAs and compliance
- Strong stakeholder management
- Effective communication
- Negotiation and facilitation
- Experience with customer relations processes
- Knowledge of social value data collection and analysis
- Experience with incident/complaint tracking and reporting platforms
Customer Relations Advisor in Kent employer: Costain
Costain is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development within the vibrant environment of London Heathrow. As a leader in smart infrastructure solutions, we provide our team with unique opportunities to engage in transformative projects that contribute to a sustainable future, while fostering strong relationships across diverse stakeholders. Our commitment to safety, inclusivity, and professional advancement makes us an attractive choice for those seeking meaningful and rewarding careers.
