We currently have a great opportunity to join our catchment wastewater team on Fixed term contract for a period of up to 12 months. As the successful candidate your role will be to improve customer and stakeholder satisfaction relating to Thames Water’s wastewater service. You will be working with customers, stakeholders, and our own operational teams to analyse and understand the drivers of customer satisfaction and customer complaints. As well as developing and implementing strategy to proactive improve customer satisfaction, improve stakeholder relations and enhance Thames Water’s reputation in the community. This role represents a fantastic opportunity to make a real difference. What you’ll be doing as the Customer & Stakeholder Manager - Analyse and communicate drivers of customer satisfaction and dissatisfaction relating to all wastewater asset classes: Networks, Treatment, SPS and others. - Research and develop stakeholder relationship heat mapping and devise a plan to address poor relationships. - Working with line manager to develop a stakeholder ownership plan which ensures that all the leadership team members own key relationships. - As a ‘player/coach’ role, manage a team of 1 or more customer liaison staff in the given area of responsibility. - Health and Safety: carryout audits and inspections to ensure TW work is carried out safely. - Handle inbound written complaints. - Track and communicate key customer satisfaction inputs such as Work in progress, Age of work in progress, root causes, etc. - Be the owner of the overall customer and stakeholder strategy for the catchment being accountable, curious, and innovative to drive change throughout the region, building strong relationships using PRINCE2 and SIX SIGMA principals. - Be the main point of contact for high profile stakeholders building strong lasting relationships. - Plan visits and events for the catchment keeping a calendar of meetings, visits and events and sharing success stories with the wider teams. Base Location – Hybrid - Mogden (STW) - TW7 7LW 36 hours per week Monday-Friday. What you should bring to the role - Have excellent interpersonal skills with a strong track record of building internal and external relationships. - Demonstrate a good level of numeracy and literacy. - Stay calm when working on multiple tasks and under pressure. - Be customer-service focussed and a people person. - Have excellent problem-solving skills within a complex, high-volume business. - Demonstrate adaptability, flexibility and patience, to deliver challenging goals and to be able to set and manage targets. - Be a graduate or have the equivalent in experience. - Have a track record of improving performance in both people and the process. What’s in it for you? - Competitive Salary offering up to £50,000 per annum depending to your level of experience - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays). - Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution. - Personal Medical Assessments – Open to all once a year. - Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing. Who are we? At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive. Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part? Working at Thames Water At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings. Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. Find out more about working at Thames Water. When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way. Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.