Customer Engagement Officer

What you’ll be responsible for

The role will help to devise, manage and implement a targeted customer engagement strategy that engages and informs the communities about the work.  This will include all customers and interested stakeholders, schools, businesses, local community groups, local authorities etc.

While the role is predominantly aimed at customers and community engagement, it will also support the communications team to implement its communications and external relations work surrounding the work.  The successful candidates will have a wealth of experience in customer relations and an active interest in communications and community engagement and will have the opportunity to develop their interest and gain invaluable experience in these functions.  This will include:

• Being the main point of contact for customers impacted by our zonal studies work – including manning an information van that will be used as part of the project
• Managing the drafting, printing and distribution of customer correspondence and other communications materials relating to the project
• Arranging community events, exhibitions, surgeries as necessary, door knocking as required
• Driving awareness among local customers (household and non-household) – of the major investment to enhance drinking water supplies
• Assisting the relevant Community Engagement Manager to deliver the targeted communication plan, including community and customer engagement, to inform stakeholders (including schools, businesses, local community groups,
• local authority departments) about the benefits of the scheme and the impact on the area and its population
• Working closely with contract partners and their staff who are responsible for carrying out the works on behalf of Welsh Water, including ensuring project sites are appropriately branded
• Ensuring the Welsh Water brand receives appropriate recognition and credit is given when due
• Raising purchase orders when required
• Providing support for the Community Engagement Manager and Head of Community Engagement
• Working closely with internal stakeholders across the business
• Supporting the updating of the zonal area on the website
• Liaising with the Education Manager to arrange school visits where appropriate
• Assisting relevant Community Engagement Manager to arrange site visits as required for internal and external stakeholders and photography as required
• Monitoring media coverage and political developments and to evaluate the impact on the project and communications strategy.  Liaise closely with Stakeholder Manager and Head of Stakeholder and Public Relations to discuss and agree media and stakeholder engagement activity
• Update social media posts and ‘In Your Area’ section of Welsh Water website for zonal studies schemes
• Administration for Welsh Water’s Community Fund scheme
• Undertaking any other duties as required to meet the needs of the business

About you

• Delivering first class customer service, face to face and via other communications channels    
• Developing relationships with partner organisations e.g. contractors and local authorities    
• Managing and resolving complaints from customers, stakeholders and other external bodies    

Knowledge & Skills

• Enthusiastic about putting our customers first every day    
• Highly competent in Microsoft Office Packages        
• Good verbal and written skills    
• Office and diary management skills    
• Events management    

Good to know

• Hybrid working 2 days in the office. Monday and Tuesday

• Applications from candidates who are wanting to work flexibly are welcome for this role and can be discussed at interview stage

• If you would like further information on this role, please contact Nicole Conway 

Benefits

As well as a market competitive salary, 33 days  annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions – Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• Health CashBack scheme
• An employee assistance programme for employees and their immediate family

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.