At a Glance
- Tasks: Lead the Consumer Panels programme, ensuring consumer voices are heard in water industry decisions.
- Company: Join CCW, the independent voice for water consumers in England & Wales.
- Benefits: Enjoy hybrid working, generous leave, and a health & fitness allowance.
- Other info: Flexible hours and opportunities for professional development in a supportive environment.
- Why this job: Make a real impact on water consumer rights and influence industry change.
- Qualifications: Degree level education and project management experience required.
The predicted salary is between 37578 - 37578 £ per year.
Salary: £37,578 + Excellent Civil Service Benefits
Location: Birmingham (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
Permanent | Full Time | 37 hours per week
Introduction
Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Consumer Panels Manager.
About CCW
CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone's needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen. We are a government Arm's Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra).
CCW values: We expect and support all CCW colleagues to embody and celebrate CCW's values through Positive Energy, Respect for all, Innovative Spirit, Delivery of our Promises and being Engaged as One (PRIDE).
The Role
Reporting to the Senior Consumer Panels Lead, you will be part of a small team responsible for leading the delivery of CCW's Consumer Panels programme. This is a complex, high-profile programme with multiple, often conflicting deadlines and limited flexibility to move published outputs.
You will be responsible for the day-to-day decisions that ensure panels are managed efficiently and deliver meaningful results. The role involves developing and quality-checking research outputs and reports that are published online and subject to external scrutiny, and regular communication with water companies, CCW colleagues, the CCW Board and an external research agency.
A key responsibility is championing the voice of around 900 consumers recruited to the panel communities (one panel per water company), ensuring consumer views are heard and considered in business decision-making.
Key responsibilities:
- Manage the relationship with the external research agency, providing day-to-day direction to ensure delivery aligns with CCW objectives and meets stakeholder needs
- Make operational decisions on research approach, design, direction and progress of panels work
- Develop and quality-check materials and reports to a standard suitable for online publication and external scrutiny
- Identify best practice across panels and make practical recommendations to improve delivery and processes
- Develop feedback, reports and updates for Government, Ofwat and CCW's website on panels activity and impact
The Person
Essential Skills & Experience:
- Educated to degree level (or equivalent)
- Project management experience
- Recent experience working in customer research, using a range of research techniques
- Ability to make complex information accessible to a lay audience
- Knowledge of the water industry and/or utility regulation
- Willingness to travel UK wide
Benefits & Offering
- Hybrid working policy - 8 days per month office-based; remainder from home
- 25 days annual leave plus 10½ 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 2 years and annual flu jab
How to Apply
Gi Group is proud to support CCW in this recruitment campaign. If you have the expertise, judgement and commitment, we are keen to hear from you.
To be considered for this role, please click on the link provided. If you would like any further information about this vacancy, please feel free to contact.
Closing date: 29.07.26
Should you require any support or assistance, please contact your local Gi Group office.
Consumer Panels Manager in Birmingham employer: Gi Group
Gi Group is an excellent employer for those passionate about renewable energy, offering a supportive work culture that prioritises mentorship and collaboration. With flexible working hours, generous holiday allowances, and a commitment to employee growth, you'll find meaningful opportunities to contribute to the UK's clean energy transition while developing your skills in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Panels Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gi Group. 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 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 Consumer Panels 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:Your cover letter is your chance to shine! Tell us why you want to work at Gi Group 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!
How to prepare for a job interview at Gi Group
✨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.
