Job Description

Salary

Up to 47,100 depending on experience

Location

Pity Me, Durham, County Durham

About the role

Customer Care Manager

Full Time

12-month Fixed Term Contract

Salary - Up to 47,100

Location - Pity Me, Durham/Hybrid

About the Role

At Northumbrian Water, our focus is on becoming the national leader in water and wastewater services, providing our 4.5 million customers with an experience that's unrivalled in our sector and beyond. Not only are we are always striving to improve what we deliver for our customers, but we're also getting ready for new challenges and opportunities relating to how we will deliver our new business plan. As part of this, we are looking for someone brilliant to join our team in the critical role of Customer Care Manager for a 12-month secondment or fixed-term contract.



The Customer Care Manager role is a highly visible one which needs someone who is passionate about creating unrivalled experiences and engagements as well as able to put things right if they do go wrong. You'll be providing excellent customer care management ensuring that customers' interests are represented, and our unrivalled Customer Experience Strategy is clear to all. You'll also be able to influence and engage with a range of colleagues, stakeholders, and customers about our services - be it water, wastewater, or capital delivery programmes, always advocating for our customers being at the heart of what we do.



There are two key elements to the role, and each one is exciting and challenging! For each, you will have strong inter-personal skills, be self-aware with high emotional intelligence, take responsibility for your own actions and be able to work to tight deadlines with competing priorities.



For the first, you will advocate for our customers where we need to engage strongly and positively in our communities, liaising with customers on a face-to-face basis, in their environment. This will mostly be in relation to planning and delivering capital projects or similar packages of work - think upgrading reservoirs, pipelines, pumping stations, and other key infrastructure.

About you

You will be enthusiastic about ensuring we communicate well, in a timely way and about the right things through the right channels and with our partner organisations.



You will be able to problem-solve and ensure a customer-centric approach to talking with customers about complex engineering works, their planning and phasing and any impacts they will have to customers nearby - this could be traffic management, plant access, increased work activity in the area and much more.



You will work as part of a team but also autonomously to lead and drive solutions that make sense to our customers and give them positive experiences of our brand, even if what we're doing is complicated or can bring real change or some disruption to an area.



You will be able to work and communicate effectively with people at all levels across our organisation and its delivery partner eco-system, with the ability to give and receive key information in a clear, open, and concise way - adapting messages and terminology to suit the needs of the audience. You'll ideally have experience of solving problems and be able to logically break down issues to be able to draw conclusions and effective solutions to the task. Alongside this, you'll be able to build relationships and work with internal and external partners in order to ensure we always do what is right for our customers, drive satisfaction and create an unrivalled customer experience.



The crux of the second is advocating for our customers where things have gone wrong and working with whoever you need to, to put them right.



You will case-manage escalated complaints, as well as all contacts from MPs, councillors, and other key stakeholders, particularly CCW (the consumer voice for customers), to ensure we provide tailored and informed responses and effective outcomes for our customers.



You will be responsible for investigating issues relating to our services and service delivery right across our business - working efficiently and creatively to ensure excellent service recovery opportunities as well as co-ordinating full and transparent responses to customers, stakeholders, and regulatory bodies alike.



You will manage key external stakeholder relationships as well as building and fostering effective relationships with colleagues across the business and with our delivery partners. You will also share feedback and learning in order to create actionable insights and improvements to drive forward our unrivalled customer experience strategy.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

Please note this role may require a DBS to be completed prior to employment.

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.


About us



Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we're committed to having a diverse community represented across our business.



We're aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.


We do this by providing reliable and affordable water and wastewater services for our customers.



We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.



Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our 'Tap Into' benefits include:

Generous holiday entitlement starting at 26 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays. Company pension scheme, where we'll double match your contributions up to an employer contribution of 10%. Free access to local attractions. A fantastic discount scheme, with savings on days out, shopping, travel and more. Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members. Support with sustainable travel - through salary sacrifice cars and a cycle to work scheme. Financial wellbeing support - access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme. Support with your development - we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.

About us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.


We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

Our values

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.


Our values are:

Results Driven

We take responsibility for achieving excellent business results.

Ethical

We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

Customer Focused

We aim to exceed the expectations of our internal and external customers.

Innovative

We continuously strive for innovative and better ways to deliver our business.

One Team

We work together consistently, promoting co-operation, to achieve our corporate objectives.

Colleague benefits

We're the great company we are because of you - our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.


To find out more about our benefits, see our benefits booklet attached to this advert.

Eyecare

Discounted Medicals

Employee Assistance Programme

Cycle2work

Buying & selling annual leave

Long service awards

Salary sacrifice car scheme

Computer

Loans

Award winning wellbeing site

NWG savings scheme

Company pension scheme

Pre-retirement workshops

Life assurance

Discounts & cashback offers

Qualification loan

Documents

Business Plan 2025-30 - Essex & Suffolk Water - Download
Business Plan 2025-30 - Main Report - Download
Business Plan 2025-30 - Northumbrian Water - Download
Restore and Regenerate - Our Environment Strategy to 2050 - Download
Customer Care Manager - JD (003) Feb 25.doc - Download