Working here isn’t just a job. You can advance your career at Avove, and we’ll reward you with a range of benefits that recognise great work. We provide full training and continuous development to help you reach your potential. We strive to create an inclusive working environment where everyone can be themselves. Join us and take the next step towards a fulfilling career.
About the role…
As a Customer Experience Manager, you will be responsible for managing all customer and stakeholder communications, ensuring that key information is shared effectively and promptly. You will work closely with both internal teams and external stakeholders to provide clear updates, address concerns, and deliver a seamless experience throughout the project lifecycle.
What will your day look like…
* Professionally and efficiently fulfill all client and customer operational requirements by effectively managing time and prioritizing contacts as necessary.
* Conduct internal reviews of proposals to ensure accuracy, completeness, and alignment with the client’s expectations. Seek feedback from key stakeholders and make necessary revisions.
* Participate in presentations or meetings with clients to further explain and demonstrate the company’s commitment to customer compliance and satisfaction. Be prepared to answer questions and provide additional information as needed.
* Ensure adherence to C-Mex and D-Mex metrics.
* Develop and implement cross-account policies and processes.
* Manage the budget for social opportunities.
* Collaborate with the central Communication team to create and deliver briefs and case studies on social opportunities arranged by the Project.
* Participate in and influence the bid/tender process to ensure the demonstration of customer compliance and satisfaction.
* Collaborate with the legal team to ensure small claims are handled in a timely and cost-effective manner.
* Report to the Senior Leadership team with comprehensive statistics detailing the Customer Experience Team's performance and customer perception of the Avove brand.
* Ensure street works compliance and environmental compliance.
About you…
We are looking for an experienced Customer Experience Manager to join our team. The ideal candidate will have a strong background in customer service management, with a proven track record of delivering exceptional service and managing teams effectively. Experience within the utilities sector is essential, and in people management, while overseeing and mentoring a team to achieve their best performance.
What’s in it for you…
We offer a rewarding salary that is tailored to your skills and experience. But that’s not all! We celebrate hard work and give recognition to our colleagues. In addition to this, we understand that one size doesn’t fit all so everyone has access to a variety of flexible benefits that work for you.
* Company pension scheme
* Life assurance
* Private GP Helpline & Health Cash Plan
* Avove Discount Scheme
* Family friendly policies
* A selection of lifestyle benefit options
* Financial wellbeing programme
* Employee assistance program for health and wellbeing and onsite mental health first aiders to support our colleagues
* We love to give back so we offer you volunteering days in your community and charity matched giving where we will boost your fundraising.
About us…
We design, build and maintain the UK’s utilities infrastructure to help transform local communities for the better. We provide cutting-edge and sustainable engineering solutions and play a critical role in helping to keep the water running, the lights on and people connected.
We are an expert, responsible and agile partner, providing vital services to water, power and telecommunications sectors. We work closely with our clients to help protect and improve their assets, enhance customer experience and protect the natural environment. Everything we do is designed to drive continual improvement and move life forward.
We are proud to work in partnership with leading utility providers, including Severn Trent, United Utilities, Yorkshire Water, Northern PowerGrid, Northumbrian Water Group, Scottish Power Energy Networks and Scottish Water.
We are an equal opportunities employer...
We welcome applications from candidates of all races, genders, disabilities, religions, ages and sexual orientations. We know that having a diverse workforce encourages new perspectives, inspires creativity and creates an engaging workplace and we are committed to creating an inclusive environment where all colleagues can thrive. When it comes to inclusion, we’re making sure we keep up the progress with our Communities of Practice, who help us do just that.
What next...
We encourage you to apply for this role as soon as you can. We recognise talent waits for no one, so we progress candidates individually through all stages of recruitment process. If you have any questions, please reach out for an informal discussion.
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