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- Tasks: Lead customer engagement for major projects, ensuring clear communication and community relations.
- Company: Join Southern Water, a progressive employer focused on sustainability and inclusivity.
- Benefits: Enjoy a hybrid work model, generous pension, 25 days leave, and discounts with popular retailers.
- Why this job: Be part of a team making a real impact on the environment while developing your career.
- Qualifications: Excellent communication skills and a customer-first attitude are essential; experience in public-facing roles preferred.
- Other info: Flexible working options available; we value your unique circumstances and strive to accommodate them.
The predicted salary is between 35000 - 40000 £ per year.
This job is with Southern Water, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
We are seeking a Capital Projects Customer Engagement Lead to enhance customer engagement and communication around our major investment projects. If you’re an excellent communicator, passionate about community outreach, and have a background in customer management, this could be the perfect role for you!
There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint!
Job Overview
You will be responsible for the planning, coordination and delivery of strategic customer engagement activities around our major projects investment programme. Working and engaging with our communities to protect and enhance our reputation through proactive and targeted liaison with customers, stakeholders and organisations. Working alongside project teams and local communities, you will support proactive communication efforts to ensure clear and transparent project updates with a focus on reducing customer complaints by fostering positive relationships with community stakeholders and ensuring timely responses to queries.
Day to day you will be:
- Attending regular site visits to foster strong relationships with local people
- Addressing customer concerns
- Helping to reduce complaints through timely, transparent communication
- Visiting sites to assess impact of works on the local community, pre-empting any issues
- Deciding on the most appropriate communication channels to deliver a message
- Creating and writing communication including letters and social media posts to ensure messages are delivered effectively
- Liaising with internal and external stakeholders
- Building rapport with customers
- Appeasing customers who may have a complaint regarding works happening in their area by providing them with information
About You
As a people person, you will have experience working in a role that encounters the public on a regular basis, where you have developed the skills to talk confidently to the public and find solutions to problems. You will have:
- Excellent verbal and written communication skills
- Good knowledge of a range of communication channels
- Excellent people skills
- A 'customer first' attitude
- Attention to detail
- Creativity and ability to think outside the box
- Flexible attitude
- Ability to work independently
- Ability to travel in the region (access to car and UK driving licence)
Package
This role will be full time Monday to Friday with a hybrid approach to working between our sites across Hampshire and home (may involve travel further afield for future projects) and regular travel to our office in Falmer. We are offering a salary of £35,000 - £40,000 per annum depending on skills and experience as well as other benefits including:
- Generous pension up to 11% company contribution
- 25 days annual leave
- Life assurance equal to 4x salary
- Salary sacrifice electric car scheme (after 6 months service)
- Health Cash Plan
- Full funded eye tests
- Two paid volunteering days a year
- Occupational health service
- Discounts with over 800 popular retailers
- Digital GP service
- Study support may be available for job-related qualifications
- Competitive maternity leave and flexible return to work options
- Cycle to work scheme
Join our Customer Engagement team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment.
Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that 'normal' office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?
If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com)
Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support - because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve.
Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.
Privacy Statement: Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application. All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.
Customer Engagement Lead (Major Projects) employer: Southern Water
Contact Detail:
Southern Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement Lead (Major Projects)
✨Tip Number 1
Familiarise yourself with Southern Water's major projects and their impact on the community. Understanding the specifics of these projects will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Southern Water, especially those in customer engagement roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for your interview preparation.
✨Tip Number 3
Prepare examples of how you've successfully managed customer relationships in the past. Highlighting your experience in resolving complaints and fostering positive communication will showcase your suitability for the role.
✨Tip Number 4
Stay updated on current trends in customer engagement and communication strategies. Being knowledgeable about innovative approaches can set you apart from other candidates and show that you're proactive in your field.
We think you need these skills to ace Customer Engagement Lead (Major Projects)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer engagement and communication. Use specific examples that demonstrate your ability to manage customer relationships and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for community outreach and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly your communication skills and customer-first attitude.
Highlight Relevant Experience: In your application, emphasise any previous roles where you interacted with the public or managed customer concerns. Detail how you successfully communicated project updates or handled complaints, as this is crucial for the Customer Engagement Lead position.
Showcase Your Creativity: Since the role requires creating communication materials, include examples of your writing or creative projects. This could be social media posts, letters, or any other relevant content that demonstrates your ability to convey messages effectively.
How to prepare for a job interview at Southern Water
✨Showcase Your Communication Skills
As a Customer Engagement Lead, excellent communication is key. Prepare to demonstrate your verbal and written skills by discussing past experiences where you effectively communicated with customers or stakeholders. Bring examples of communication materials you've created, like letters or social media posts.
✨Understand the Company’s Values
Familiarise yourself with Southern Water's commitment to sustainability and community engagement. Be ready to discuss how your values align with theirs and how you can contribute to their mission of tackling climate change and enhancing customer relationships.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of scenarios where you had to address customer complaints or manage community concerns, and be prepared to explain your approach and the outcomes.
✨Demonstrate Flexibility and Adaptability
Highlight your ability to work independently and adapt to changing circumstances. Discuss any experiences where you successfully managed multiple tasks or adjusted your communication style to suit different audiences, showcasing your 'customer first' attitude.
