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For Companies At a Glance
- Tasks: Lead customer care initiatives and advocate for customers in the community.
- Company: Join Northumbrian Water, a leader in sustainable water services.
- Benefits: Enjoy 26 days holiday, pension scheme, and wellbeing support.
- Why this job: Make a real difference by enhancing customer experiences and solving problems.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Diverse and inclusive workplace with growth opportunities.
The predicted salary is between 40000 - 52000 £ per year.
About The Role
Customer Care Manager — Full Time — 12-month Fixed Term Contract — Salary Up to £47,100 — Location Pity Me, Durham/Hybrid
At Northumbrian Water, our aim is to become the national leader in water and wastewater services, providing our 4.5 million customers with an unrivalled experience. We are looking for a Customer Care Manager for a 12-month secondment or fixed-term contract. The role is highly visible and focuses on creating unrivalled customer experiences and ensuring customers’ interests are represented. You will influence and engage with colleagues, stakeholders and customers about our services, including water, wastewater and capital delivery programmes, always placing customers at the heart of what we do.
The role has two key elements, each requiring strong interpersonal skills, high emotional intelligence, responsibility for your actions and the ability to work to tight deadlines with competing priorities.
First, you will advocate for our customers in communities, liaising face to face with customers in their environment. This will relate to planning and delivering capital projects or similar packages of work such as upgrading reservoirs, pipelines, pumping stations and other key infrastructure.
About You
You will be enthusiastic about clear, timely communication through the right channels with partner organisations. You will be able to problem-solve with a customer-centric approach when explaining complex engineering works, planning and phasing and any impacts to customers (e.g., traffic management, plant access, increased local activity).
You will work as part of a team and autonomously to lead solutions that make sense to customers and deliver positive experiences, even when activities are complex or disruptive. You will communicate effectively with people at all levels across the organisation and its delivery partner ecosystem, adapting messages to the audience. Ideally you will be able to solve problems, break down issues logically and draw effective conclusions. You will build relationships with internal and external partners to ensure we do what is right for customers, driving satisfaction and an unrivalled customer experience.
The second element involves advocating for customers when things go wrong and coordinating actions to put things right. You will case-manage escalated complaints and respond to MPs, councillors and other stakeholders, particularly CCW, to provide tailored and informed responses and outcomes. You will investigate service issues, coordinate transparent responses to customers, stakeholders and regulatory bodies, and manage external stakeholder relationships while sharing feedback to drive improvements in the customer experience strategy.
At Northumbrian Water/Essex & Suffolk Water we value Diversity, Inclusion and Equity, and encourage all colleagues to bring their authentic selves to work. We have colleague network groups that support diversity and inclusivity and we encourage applications from all backgrounds. Please note this role may require a DBS check prior to employment. NWG is an inclusive employer and supports the rehabilitation of offenders, but will not consider candidates with certain unspent convictions to ensure a safe and secure working environment.
About Us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East as Northumbrian Water, and water services to 1.5 million people in the South East as Essex & Suffolk Water. We are committed to delivering great service and putting customers at the heart of everything we do.
Our values are Results Driven, Ethical, Customer Focused, Innovative and One Team. We are driven to be a national leader in sustainable water and wastewater services and work to turn this vision into reality.
Our Benefits
We offer a range of benefits as part of our Tap Into benefits program, including:
- Generous holiday entitlement starting at 26 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve; option to buy or sell holidays.
- Company pension scheme with generous employer contributions.
- Free access to local attractions and a comprehensive discount scheme.
- A wellbeing program including digital GP service for you and your family.
- Support for sustainable travel (salary sacrifice cars and cycle to work).
- Financial wellbeing support, including savings scheme, education and low-cost loans; life assurance and income protection.
- Development opportunities, including qualification loans and support for professional subscriptions.
NWG provides water and sewerage services to 2.7 million people in the North East and water services to 1.5 million in the South East. We’re committed to delivering great service and putting customers at the heart of everything we do.
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Customer Care Manager employer: NWG (Northumbrian Water Group)
Contact Detail:
NWG (Northumbrian Water Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out to current employees at Northumbrian Water. Building relationships can open doors that you didn’t even know existed.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer care. Think about how you would handle specific scenarios, especially those involving complaints or complex projects. We want you to show off your problem-solving skills and emotional intelligence!
✨Tip Number 3
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you’re genuinely interested in the role and appreciate the opportunity to chat about how you can contribute to creating unrivalled customer experiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest roles and updates directly from us, making it easier to stay in the loop.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let your enthusiasm for customer service shine through. We want to see how you can advocate for customers and create those unrivalled experiences that we pride ourselves on.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Use examples that demonstrate your problem-solving abilities and interpersonal skills, as these are key for the Customer Care Manager role.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate straightforward communication, so avoid jargon and make sure your application is easy to read. This will reflect your ability to communicate effectively with customers and stakeholders.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at NWG (Northumbrian Water Group)
✨Know Your Customer Care Inside Out
Before the interview, dive deep into Northumbrian Water's customer care philosophy. Understand their values and how they prioritise customer experience. Be ready to discuss how you can advocate for customers and improve their experiences, especially during complex situations.
✨Showcase Your Interpersonal Skills
This role requires strong interpersonal skills, so prepare examples that highlight your ability to communicate effectively with diverse audiences. Think of times when you've successfully resolved conflicts or built relationships with stakeholders, and be ready to share these stories.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you've tackled challenging problems in a customer-centric way. Use the STAR method (Situation, Task, Action, Result) to structure your answers, focusing on how you approached complex issues and what outcomes you achieved.
✨Understand the Role's Challenges
Familiarise yourself with the potential challenges of the Customer Care Manager role, such as managing escalated complaints or coordinating responses to stakeholders. Show that you can think critically about these challenges and propose effective strategies to address them.
