As the Customer Stakeholder Engagement Manager, you will be part of our Leadership Team  responsible for delivering excellence in customer and stakeholder management. 

The Customer Stakeholder Engagement Manager you will work in partnership with the senior management team, the project managers, site teams, clients, contractors, and third parties to ensure clear communication, collaboration, and coordination of project activities and outcomes. The stakeholder and customer liaison manager will lead a team of customer liaison officers to ensure any issues, complaints, or queries that may arise from the stakeholders and customers are resolved in a timely and satisfactory manner. 

Applying Strategic Management and leadership.  Through the “we’re One Team” collaborative approach, innovate and develop our Customer Experience Management Strategy.

This role requires collaborative working to report on Performance measures and each project and to deliver the Customer management for our Southern Water Strategic Delivery Partner Infrastructure Framework.  Provide support to both the Operational teams and Service Delivery Teams.  All performance reporting and data are developed and produced by this team. This provides reporting within MWS and on behalf of our client to demonstrate our overall contractual performance and service delivery, including Training, Customer Experience, Regulatory Compliance, Service Level delivery and Staff Engagement. 

Responsible for ensuring the contract is complying with the General Date Protection Regulations.  Identification, rectification plan, implementation programme for areas found to be non-compliant, as well as completion of documents such as Data Protection Impact Analysis is key in this area

You will monitor performance and highlight areas of concern which could result in non-compliance. As the Customer Performance Manager, you will be required to complete additional project work as required within budget. Integral is the ability to manage our delivery to optimise our performance, customer experience & commercial objections. The Customer Performance Manager will work closely with the SHEQ Team on the Business Management System.  You will ensure all process are mapped, maintained, updated and version controlled.  User guides are also produced to support training throughout the team(s).

Responsible for ensuring all customer activities are completed compliantly and within SLA to avoid financial fines. Compliance is specified by Ofwat, MOSL, Environment Agencies, Highways Authorities & Consumer Council for Water, as well as the clients’ processes and procedures.

You will be able to analyse trends in customer activity and build action plans based on highlighted opportunities for improvement. You will be responsible for creating/maintaining our Customer Charter and a proposed calendar of customer activities

The role is extremely varied and requires a passion for customer excellence, service delivery and ability to build strong working relationships with our client and other 3rd parties, built on integrity & trust

As a Customer Stakeholder Engagement Manager your duties and responsibilities will be:

• Working collaboratively with our client Southern Water to deliver on promises to customers & Stakeholders. 
• Developing our strategy and Customer Engagement Plan and play a vital role in creating an excellent customer experience and service
• Continual Improvement to our plans and policies, innovating and listening to feed back
• Adopting “we’re One Southern Water Approach” one team collaboratively the entire end to end customer Journey
• Engaging in regular and continuous feedback, identifying pain points to enhance service and proactively drive efficiencies
• Delivering the Supply Chain Customer Principles
• Managing KPIs to ensure, C-Mex, D-Mex & BR-Mex scores are exceeded, Hold the Loop, Customers informed and updated & ensuring site communication
• Collaborative development of our Customer Contact Strategy
• Supporting Incident Management as a value-adding activity
• To engage with all stakeholders in projects to ensure positive customer messaging in relation to the works taking place.
• Generate & deliver engagement ideas.
• Review the scope of work and create a Customer & Stakeholder Management Plan, Customer Impact Assessment and Customer Communications Plan
• Attend site visits and public meetings to engage customers in person, where necessary
• Interact with our client on the Communications Plan and proactively manage escalations to avoid complaints.
• Interact with customers, identify their needs, and work towards a point that is mutually satisfactory to the customer and the project.
• Capture and act upon customer feedback and complaints.
• Collect reviews and testimonials that support the positive reputation of our client.
• Monitor the effectiveness of communication plans and look for continuous improvement opportunities throughout the lifecycle of a job.
• Providing an excellent service and support to our client and their customers to build healthy relationships with them.
• Collaborate with different teams and monitor all aspects of the project to be able to take a holistic view on communications.
• Lead various customer projects simultaneously.
• Execute analysis of customer engagement in completed projects to drive improvement.
• Assist in training programs to help the wider team to understand project objectives.
• Understand CMex , DMex and BRMex and how we contribute to it, and actively promote behaviours that impact scores.
• Optimise multi-channel solutions to engage our customers.

What’s in it for you?

• Company Car or Allowance and Fuel Card
• Matched Pension Scheme
• Hybrid Working
• Private Health Care and Health care Cash plan
• 25 days' annual leave plus 8 days' bank holiday
• Access to our Employee Assistance Programme
• Life Assurance
• Enhanced Maternity and Paternity policy 
• Access to My Rewards which provides fantastic reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts.

Our Vision

At Morrison Water Services, we're proud of our positive culture and commitment to safety. We believe in delivering a high performing, sustainable workforce that supports our clients effectively. People stay with our business because of the opportunities for growth and development, our inclusive culture, and our dedication to providing a safe and supportive work environment.

This is an opportunity for individuals who are looking to join an organisation that values integrity, safety, and diversity. For this role, we are seeking individuals who are committed to supporting our long-term goals and who embrace change and promote diversity. We believe that listening to our people, providing feedback, and keeping them informed about the direction of the business is essential to our continued success.

The Next Step...

So you know, all our applications are reviewed by humans, so if you don't hear back straight away don't panic, we receive a high volume of applications and you will receive an email letting you know where you are in the recruitment process.

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