Customer Experience Manager

Customer Experience ManagerSalary: 40,510 + Excellent Civil Service BenefitsLocation: Birmingham or Cardiff (Hybrid Working -2 days in the office)Permanent Full Time 37 hours per weekGi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Customer Experience Manager.This is a unique opportunity to join the independent voice for water consumers in England and Wales. As a Customer Experience Manager, you will have the chance to work closely with water companies, regulators and senior stakeholders, playing a key role in assessing customer service performance, influencing improvements and helping to shape the future customer experience agenda across the sector. The role offers significant ownership and influence across a range of high-profile customer experience initiatives, with a focus on stakeholder engagement and sector-wide impact rather than direct people management.THE ROLEAs Customer Experience Manager, you will: Spearhead and coordinate CCW''s suite of customer experience assessments of water companies. Build strong relationships with internal and external stakeholders, acting as a trusted and credible representative of CCW. Analyse customer service performance, complaints handling and assessment findings to identify areas for improvement. Prepare high-quality reports, briefings and recommendations for a variety of audiences. Facilitate discussions, workshops and assessment meetings with confidence and ..... full job details .....