Customer Policy Officer

South Staffordshire Water PLC
Up to £28,500 per annum
02 Dec 2016
Job Sector
Customer Service
Contract Type
Full Time
Customer Policy Officer

From source to tap South Staffordshire Water plc is proud of our reputation for delivering the highest standards of service to 1.5 million customers over an area approximately 2,700 square km in the South Staffs and Cambridge regions. As a water only company, providing clean, healthy water is at the very heart of what we do.

Position: Customer Policy Officer
Location: Green Lane, Walsall
Job Type: Full time, Permanent
Hours: 37 hours per week
Salary: Up to £28,500 per annum

Closing Date: 11th December 2016

About the role:

As the water industry enters an exciting period of change, and as an integral part of our desire to improve customer satisfaction, we are creating new opportunities where you can make your mark in a transforming customer climate.

Reporting to the Head of Customer Service, we are recruiting for the newly created role of Customer Policy Officer. In this role, you'll have the opportunity to make a difference within the organisation and to help the business deliver a step change approach to enhance the customer experience for all household customers by developing and delivering key policies.

You'll be responsible for maintaining and developing relationships with key internal and external stakeholders, shaping and transforming the communication with customers through principles of good customer engagement.

As Customer Policy Officer you'll deliver the communication strategy and manage the end to end customer touch points throughout the journey to maximise communication opportunities. You'll liaise with a variety of key stakeholders and organisations forming network opportunities and raising the profile of South Staffs Water. You'll champion the development, delivery and implementation of key policies to improve the household retail customer experience.

Working closely with the communications team in the digital communication, social media, website and marketing areas, you'll be responsible for producing timely and meaningful management information reports on the success of marketing campaigns and be confident in presenting these to the business.

About you:

You'll need to demonstrate your ability to build excellent relationships and stakeholder networks adopting a partnership approach to actively improve service, policies and processes. You'll understand legislation, best practice and regulatory expectation relevant to effective customer communication and be able to feedback on how this should be applied. You'll also be able to demonstrate the following:

- Proven experience of forming links with relevant networks and communities
- Proven ability to manage policy changes, ensuring these are agreed and implemented effectively
- Proven ability to develop and deliver clear and engaging audience relevant communications

You may have experience of the following: Customer Policy Officer, Customer Service Executive, Customer Satisfaction, Customer Communication, Consumer Insight Officer, Marketing Communications, etc.

This vacancy is being advertised by EasyWeb Recruitment, the UK's leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.