VacancyTitle: Customer & Community Engagement Manager

Customer & Community Engagement Manager

Working hours Full Time

Permanent

Salary up to £63,700 per annum depending on experience

Location Lowestoft, Suffolk

We’re open to discussing flexible working

About the role

This is an exciting opportunity for an experienced and strategic engagement professional to shape how we engage with customers and communities during a period of significant investment across the communities we serve.

You will play a key role in developing and delivering our national customer and community engagement approach, ensuring it reflects regional priorities and wider organisational objectives. This includes building strong partnerships with third sector organisations and leading a team delivering face-to-face engagement with customers and community groups.

Working across the organisation, you will ensure our engagement activity is coordinated, aligned to our priorities and delivered to a consistently high standard. You will also provide matrix leadership to a wider network of colleagues and apprentices who support customer and community initiatives, helping to maximise their impact across key programmes.

A core part of the role is identifying and mapping key customer and stakeholder groups associated with major projects and initiatives, including smart metering and capital investment programmes. You will work closely with operational, customer, corporate affairs and environment teams to plan the right engagement at the right time, deploying resources effectively to support delivery.

As we enter our largest investment period to date, it is important that customers and the organisations they trust feel informed, engaged and supported throughout the programmes we are delivering. You will play a central role in shaping engagement strategies and approaches that help build awareness, strengthen relationships and ensure customers and communities receive the information and support they need.

You will play a key role in ensuring our engagement is meaningful, inclusive and creates a positive impact within the communities we serve.

About you

You are an experienced engagement professional who is confident leading teams and working across complex organisations.

You build trusted relationships quickly and work effectively with local authorities, community leaders, third sector organisations and customers. You are comfortable working at pace and bringing together different teams to deliver a joined-up approach.

You have experience of working collaboratively with delivery partners and a range of stakeholders to coordinate engagement activity and deliver positive outcomes. You understand the importance of providing clear, relevant information and support, using insight and feedback to improve experiences, strengthen relationships and ensure customers and communities receive the guidance and assistance they need, exactly when they need it most.

You take a proactive and practical approach to engagement and are passionate about creating meaningful experiences that build trust, encourage positive behaviours and support positive outcomes for the communities we serve.

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 11%.
• 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.

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.