At a Glance
- Tasks: Lead customer experience initiatives and improve service performance across the water sector.
- Company: Join CCW, the independent voice for water consumers in England and Wales.
- Benefits: Hybrid working, generous leave, health perks, and a Civil Service pension.
- Other info: Dynamic role with opportunities for travel and professional growth.
- Why this job: Make a real difference in customer experiences while influencing industry standards.
- Qualifications: Experience in customer experience or stakeholder engagement is preferred.
The predicted salary is between 40510 - 40510 £ per year.
Salary: £40,510 + Excellent Civil Service Benefits
Location: Birmingham or Cardiff (Hybrid Working - 2 days in the office)
Employment type: Permanent | Full Time | 37 hours per week
Gi Group is partnering with CCW (Consumer Council for Water) to recruit a Customer Experience Manager. This is a unique opportunity to join the independent voice for water consumers in England and Wales. As a Customer Experience Manager, you will work closely with water companies, regulators and senior stakeholders, playing a key role in assessing customer service performance, influencing improvements and helping shape the future customer experience agenda across the sector. The role offers significant ownership and influence across high‑profile customer experience initiatives, with a focus on stakeholder engagement and sector-wide impact rather than direct people management.
The Role
- Spearhead and coordinate CCW's suite of customer experience assessments of water companies.
- Build strong relationships with internal and external stakeholders, acting as a trusted and credible representative of CCW.
- Analyse customer service performance, complaints handling and assessment findings to identify areas for improvement.
- Prepare high-quality reports, briefings and recommendations for a variety of audiences.
- Facilitate discussions, workshops and assessment meetings with confidence and professionalism.
- Support the development of customer policy, guidance and future assessment frameworks.
- Use evidence and insight to encourage service improvements and drive positive outcomes.
- Represent CCW at meetings, forums and industry events across England and Wales.
The Candidate
- We are looking for someone who is engaging, organised and people-focused, with:
- Experience working in customer experience, complaints, stakeholder engagement or a similar environment.
- Knowledge of regulated industries, utilities or the water sector is highly desirable, but not essential.
- Strong communication skills and the ability to articulate ideas clearly and influence others.
- Experience producing reports, briefings or recommendations based on evidence and analysis.
- Experience using data, research and customer insights to support decision‑making.
- Excellent attention to detail and strong organisational skills.
- Confidence engaging with a wide range of stakeholders and directing discussions.
- The ability to build credibility, develop relationships and challenge constructively when required.
- Sound judgement, initiative and a collaborative approach to problem solving.
- A genuine passion for improving customer outcomes.
Travel – Regular travel across England and Wales is required, including occasional overnight stays.
Benefits & Offering
- Hybrid working policy: 8 days per month office based, remainder can be worked from home.
- 25 days annual leave allowance plus 10.5 days public and privilege holidays.
- Flexi time is available, with the ability to accrue and take time off in lieu throughout the year.
- Generous Civil Service Pension.
- Health & Fitness allowance.
- Paid allowance days for voluntary work.
- Wellbeing hour once a month.
- Onsite coffee shop.
- Free eye test every two years and free flu jab annually.
Customer Experience Manager in Birmingham employer: Gi Group (UK)
At CCW, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises employee wellbeing and professional growth. With a hybrid working model, generous leave policies, and a commitment to improving customer outcomes, our team enjoys a supportive environment where their contributions directly influence the water sector across England and Wales. Join us in making a meaningful impact while benefiting from excellent Civil Service perks and a collaborative atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gi Group (UK). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gi Group (UK) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gi Group (UK):Your cover letter is your chance to shine! Tell us why you want to work at Gi Group (UK) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gi Group (UK)!
How to prepare for a job interview at Gi Group (UK)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
