Customer, Communications & Stakeholder Manager

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive. 

Where will you be working?

We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards.  We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.

This role will be within our Water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment. 

Want to be a part of it?

As Customer, Communications and Stakeholder Manager, you'll lead the delivery of an exceptional customer experience across the Southern Water SDP Contract, ensuring services align with AMP8 objectives, contractual commitments, and client expectations. We'll need you to provide strategic and operational leadership to the Customer Team, fostering a high-performing culture focused on customer excellence, collaboration, compliance, and continuous improvement.

You'll oversee the end-to-end management of customer complaints, escalations, claims, and complex customer cases, ensuring issues are resolved efficiently and to the highest standards. Working closely with Southern Water and other key stakeholders, you'll build trusted relationships, act as a key point of contact for customer and stakeholder matters, and ensure clear, professional communication across the contract.

A key part of the role will involve developing and delivering customer experience training, ensuring operational teams have the knowledge, skills, and behaviours needed to meet customer, regulatory, and client requirements. You'll also be responsible for maintaining customer and stakeholder strategies, improvement plans, processes, and communication frameworks, ensuring they remain effective and aligned with business objectives.

We'll need you to lead internal and external communications initiatives, ensuring employees and stakeholders remain informed and engaged through a variety of channels, including newsletters, briefings, workshops, meetings, and contract-wide communications. You'll also oversee impact assessments and communication plans for projects, ensuring all actions are delivered effectively and on time.

Working closely with operational teams, you'll drive performance against key contractual and regulatory measures, including C-Mex, R-Mex and D-Mex targets, while identifying opportunities to improve customer outcomes, operational efficiency, and commercial performance. You'll ensure all customer and stakeholder activities are delivered safely, compliantly, and within agreed service levels, applying your understanding of industry and regulatory requirements to support effective decision-making.

Another important part of this role will be for you to champion employee and customer engagement initiatives such as the WOW! Awards, support the delivery of social value commitments across projects, undertake leadership tours across operational sites, and promote M Group's Fairness, Inclusion and Respect values. Through strong leadership, effective resource management, and a focus on continuous improvement, you will ensure the consistent delivery of outstanding service for both customers and clients.

• Are you able to negotiate effectively and manage stakeholders at all levels, including clients, regulators, and partners?
• Do you have proficient IT skills, with the ability to learn and utilise systems required for customer operations, reporting, and performance management?
• Have you got strong analytical capability, with the ability to interpret data and produce accurate, meaningful performance reporting?
• Can you be a collaborative team player who supports others and works effectively across operational and client facing teams?
• Do you have experience working within a regulated industry, with sound understanding of compliance and governance requirements? Knowledge of the water industry is desirable.
•  Have you got a passion for customer experience and operational delivery, with a track record of improving service outcomes?
• Are you a self motivated leader with the ability to inspire high performance across diverse and hybrid teams?
• Do you have experience in driving accountable, high-performance teams, through clear communication of desired outcomes, and coaching?
• Are you able to manage high volumes of work under pressure while meeting deadlines and service expectations?
• Do you have experience designing, implementing, or improving customer journeys, with a good knowledge of digital pathways?
• Do you hold a valid driving licence?
  

• Contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
• Recommend a friend – get rewarded for introducing people to us!

• Company car and fuel card with a range of EV and hybrid vehicles to choose from
• My Car Choice our salary sacrifice EV/ Hybrid car scheme
  
• Health Care Cash Plan, giving you and your family the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
• Private Healthcare - family cover
• 25 days annual leave plus bank holidays
• Discretionary bonus scheme

About us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.

For certain roles, successful candidates will be subject to 3^rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.

#MGroupW   #LI-LK1 IND