Customer Experience Manager
M Group Water
Lead hybrid teams to deliver exceptional customer service for water infrastructure
11 days ago ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Buckinghamshire, England, United Kingdom
Hybrid
Company Size
6,000 Employees
Service Specialisms
Engineering
Project Management
Design
Technical Services
Construction services
Consulting
Sector Specialisms
Water
Energy
Transport
Telecommunication
Highways
Rail
Aviation
Role
What you would be doing
team leadership
complaint management
regulatory reporting
financial oversight
process optimization
performance analytics
- Lead and inspire hybrid and virtual teams to deliver exceptional customer service and meet client-defined performance targets.
- Build trusted relationships with internal and external stakeholders, fostering collaboration and transparency.
- Manage customer complaints and escalations with empathy and efficiency, ensuring satisfaction for both customers and our client, Thames Water.
- Recruit, onboard, and develop team members, cultivating a culture of engagement and continuous improvement.
- Promote a positive, inclusive team environment that motivates and supports colleagues across locations.
- Champion operational excellence and regulatory compliance, particularly within the water industry framework.
- Maintain strong financial oversight, ensuring departmental operations remain within budget.
- Continuously review and refine processes to enhance efficiency, customer experience, and digital engagement.
- Take ownership of regulatory reporting and ensure timely, accurate submissions on behalf of our clients.
- Drive productivity and performance across the Call Centre, using data and insights to optimise workflows.
What you bring
water industry
regulated
negotiation
budget
project management
adaptability
- Do you have an understanding of the water industry and experience working within a regulated environment?
- Do you have proven ability to negotiate, influence, and build strong relationships across all levels?
- Do you have the ability to manage budgets and cost centres with sound financial judgement?
- Strong project manager who can take on additional responsibilities as required
- Are you calm under pressure, adaptable to change, and able to manage high volumes of work with composure?
- Company car and fuel card with a range of EV and hybrid vehicles to choose from
- Cycle to work, salary finance and give as you earn schemes
- Reward and recognition scheme
- Enhanced maternity, paternity leave and adoption leave
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Recommend a friend - get rewarded for introducing people to us!
- Discretionary bonus scheme
- Online GP service, 24 hours a day, 365 days a year
- 25 days annual leave plus bank holidays
- Life assurance
- Matched or contributory pension scheme
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- successful candidates may undergo 3rd party background checks as part of hiring.
- some roles require drug and alcohol testing during induction and onboarding.
Company
Overview
- Specializes in delivering essential water infrastructure services across the UK.
- Grown to become a leader in improving water management systems with a focus on comprehensive solutions.
- Provides design, installation, maintenance, and repair of water networks.
- Services span sectors including utilities, infrastructure, transport, and heavy civil works.
- Known for collaboration and delivering complex, impactful projects.
- Recognized for expertise in water resources and large-scale infrastructure projects.
- Innovative approaches to improving efficiency and sustainability in water management.
- Teams have worked on high-profile projects across the UK to modernize critical water infrastructure.
42% Target
Emissions Reduction Commitment
Committed to reducing Scope 1 & 2 emissions by 42% by 2030.
50 to 23 tCO₂e/£m
Carbon Intensity Reduction
Carbon intensity reduced from 50 tCO₂e/£m turnover in 2020 to 23 tCO₂e/£m in FY 2024.
54kt to 49.5kt
GHG Emissions Reduction
Absolute GHG emissions cut from 54 kt to 49.5 kt in FY 2024.
90% CO₂ Reduction
HVO Fuel Impact
Switch to HVO fuel reduces CO₂ emissions by 90%, particulates by 85%, and NOₓ by 30%.
- Fleet Decarbonisation Strategy: adoption of HVO fuel, electric & hybrid vehicles, route optimization, aiming for 75 charging locations on‑site by 2030
- Supply chain carbon intensity target: 52 % reduction by 2030
- ISO 14001 and ISO 14064 certified management systems; reporting via SECR, ESOS, TCFD and UN Global Compact
- Regional recycling facilities, material reuse programmes, biodiversity net gain on projects
11,000+ Colleagues
Across UK & Ireland
The company employs over 11,000 colleagues across the UK and Ireland, supported by initiatives aimed at fostering inclusivity through social recruitment and employee development programs.
- Gender pay gap reported in line with UK regulations
- Forces-friendly employer status renewed
- Apprenticeship programmes actively supported (e.g., restoration projects)
- No further DEI data publicly available
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