About The Role 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 Demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers. Want to be a part of it? What will you be doing? You’ll be responsible for ensuring our teams deliver exceptional service, meet client-defined outputs, and maintain full regulatory compliance. Your ability to prioritise, collaborate, and inspire will be key to your success. As a Customer Experience Manager, your duties and responsibilities will be: 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. Champion operational excellence and regulatory compliance, particularly within the water industry framework. 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. Drive productivity and performance across the Call Centre, using data and insights to optimise workflows. 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. Strong project manager who can take on additional responsibilities as required Promote a positive, inclusive team environment that motivates and supports colleagues across locations.This role is 45 hours per week, Monday to Friday 08:00 - 17:00. What you’ll bring Do you have proven ability to negotiate, influence, and build strong relationships across all levels? Do you have an understanding of the water industry and experience working within a regulated environment? Do you have the ability to manage budgets and cost centres with sound financial judgement? Are you calm under pressure, adaptable to change, and able to manage high volumes of work with composure? Project Ownership: A proactive self-starter who takes initiative and delivers high-quality work, iterating quickly when needed.What’s in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include; Matched or 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 schemeIn addition, this role offers; 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 the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more! Discretionary bonus scheme 25 days annual leave plus bank holidays Recommend a friend – get rewarded for introducing people to us!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 army 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 lifeWhether 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 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. MGroupW