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Customer Relations Manager

About the role

Job description: Customer Relations Manager

Location: Birmingham (Hybrid and Flexible Working Opportunities)

About us:

CCW is the passionate independent voice, representing water consumers in England & Wales. We support thousands of people each year, providing free advice and support 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 the regulator to make change happen.

In Customer Relations, our mission is to simply be the best, delivering excellent service and support to anyone who contacts us for help with water company complaints and concerns. We work in collaboration with the water sector itself to get fair outcomes for customers and champion change through sharing best practice and partnership working to benefit all.

Our 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).

What you’ll be doing:

Reporting to the Director of Customer Relations, you will lead a team that deliver an enquiry and complaint handling service for water consumers in England and Wales

This exciting Customer Service Manager role gives you the opportunity to demonstrate your experience and flair whilst leading a passionate team who put the customer at the heart of everything they do. You will be the person that inspires and drives this dynamic team.

With strong relationship management skills, you will be able to engage your team across different locations including those working from home.

You will be able to communicate confidently and effectively with a wide range of stakeholders both inside and outside of the organisation.

By proactively stepping forward to take ownership for delivering results, you will set the tone for the team and maintain a high-performance culture that celebrates success and robustly manages poor performance.

Who we’re looking for:

With relevant experience of leading and coaching a customer complaints or customer service team, you will also have:

Essential Criteria

  • Experience of successfully guiding a team through organisational change

  • The ability to identify service improvements and implement positive change

  • Strong communication skills - confident when dealing with both official organisations and the public

  • Good report writing skills

  • Problem solving and analytical skills

  • Working knowledge of MS Excel and Word

  • Flexibility in approach

  • Willing to travel

Desirable Criteria

  • Utility sector experience

  • Public sector experience

  • Water industry knowledge

  • Budget management

  • Project Management

  • Customer advocacy experience

  • Knowledge of Oracle Service Cloud CRM

  • Ability to negotiate and influence excellent results for customers with the primary service provider (water companies)

Salary & Benefits:

CCW offer a starting salary of £33,835 with the opportunity to increase your salary through performance up to £42,065.

Benefits include Civil Service Pension, Flexible Working Options, Travel Season Ticket Loans, Bicycle Loans, Free access to Health Assured and much more.

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