Customer Engagement Officer

What you’ll be responsible for

This role will help deliver an important customer engagement strategy on major investment work to upgrade our drinking water network throughout our distribution zones.  The projects consist of a mixture of mains replacement and mains cleansing work.

Working with Dŵr Cymru’s Communications Team and the Water Operations Team, the roles involve helping 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.
 

Core Responsibilities

•  To be the main point of contact for customers impacted by our zonal project programme – including manning an information van that will be used as part of the project.
•  Manage the  drafting,  printing  and  distribution  of  customer  correspondence  and  other communications materials relating to the project.
•  To arrange community events, exhibitions, surgeries as necessary, door knocking as required.
•  To drive awareness among local customers (household and non-household) – of the major investment to protect drinking water supplies.
•  To assist 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 as required ) about the benefits of the scheme and the impact on the area and its population.
•  Work 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.
•  To ensure the Welsh Water brand receives appropriate recognition and credit is given when due.
•  Raise purchase orders when required.
•  Provide support for the Community Engagement   Manager.
•  Work closely with internal stakeholders across the business.
•  Support the updating the relevant communication channels, including the website, our call centre and social media channels.
•  Liaise with the Education Manager to arrange school visits where appropriate.
•  Assist relevant Community Engagement Manager to arrange site visits as required for internal and external stakeholders and photography as required.
•  To monitor media coverage and political developments and to evaluate the impact on the project and communications strategy
 

Who you’ll work with

Internal

• Community Engagement team
• Wider Welsh Water Communications team
• Engineering Delivery team
• Education team
• Water Operations team
• Stakeholder and Public Relations team

External

• Relevant contractors
• Local ward councillors
• Local authority
• Local housing authority
   

About you

Knowledge, Skills & Experience
 

• 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
• Highly competent in Microsoft Office Packages
• Good verbal and written skills
• Office and diary management skills
• Events management experience
• Welsh speaker (desirable)
• An understanding of PR would be desirable
   

Good to know

• Hybrid working, expectation to be flexible and travel to site
  
  For an informal discussion about this role, please contact: gwenan.davies@dwrcymru.com

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 band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
•             Option to buy additional annual leave up to 5 days per year
•             Enhanced employer pension contributions – Up to 11% employer contributions
•             Free Mortgage Brokering Services 
•             Enhanced family friendly policies
•             Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•             Gym and fitness discounts as well as high street shopping
•             Cycle to work scheme
•             Discount off all Welsh Water visitor attraction centres and gift shops
•             Car-leasing scheme and free on-site parking at all sites
•             Health CashBack scheme and access to an online GP service
•             An employee assistance programme for employees and their immediate family
•             Many more can be found here!  

 
 
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
 
 
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.
 
Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

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.