About the role
Director of Consumer Relations
Consumer Council for Water
Location: Birmingham (with blended work pattern)
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.
What you’ll be doing:
Reporting to the Chief Executive Officer, the Director of Consumer Relations will have two key objectives; to deliver excellent service to those who contact CCW directly for help with their water company and also to work in collaboration with the water sector itself to deliver best in class service.
We think these strategic objectives combined with your passion for customer experience make the position a truly unique opportunity for an individual that is driven by service excellence.
This is a hands-on operational role where you will champion quality customer service across customer relations through developing highly engaged teams and industry leading best practice processes. As the voice of the consumer, you will develop impactful relationships with water companies to enable a partnership approach to delivering change for the benefit of water consumers.
Who we’re looking for:
Although CCW is a relatively small organisation, it will be important that you are not daunted by such constraints and have an attitude that seeks out effective ways of making things happen. You will have a passion for helping consumers with a demonstrable track record of leading change that improves consumer outcomes. This may have been gained in a wide variety of fields but putting the customer at the heart of everything that you do will be the consistent driver.
This is a high-profile role at the centre of the water industry which will strategically address water poverty and improve outcomes for millions of people. If you love to lead change and help consumers, this might just be the perfect role for you!
Salary & Benefits:
A starting salary of £80,800.
Benefits include Civil Service Pension, Flexible Working Options, Travel Season Ticket Loans, Bicycle Loans, Free access to Health Assured and much more.