Customer Experience Manager

Customer Experience Manager

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.