Customer Engagement Manager Developer Services (DS) is responsible for providing access to the NIW water and wastewater network as a service. Our customer’s range from private developers, local housing associations, commercial & Industrial business, government departments and household customers. Reporting to the Developer Services Customer Manager, the Customer Engagement Manager will provide a single point of contact for customer escalations investigate and provide responses to complaints and build effective relationships with key stakeholders. Through customer feedback and the analysis of data, the post holder will identify process improvements and drive process change to improve the customer journey. Improvement of customer journey process will be reported to senior management The engagement lead will assist with team public relations and communications, working closely with other functions within NIW, and support the management a team of technical call agents, providing call management, advice and information service to customers. Applicants MUST be able to demonstrate in their application and where necessary at interview: ESSENTIAL CRITERIA 1. Have a 3rd level qualification (HND/HNC/Degree) and a minimum of 2 years’ relevant experience working within customer service delivery, construction, energy, or the utility sector. OR Have a minimum of 4 years’ relevant experience working within customer service delivery, construction, energy, or the utility sector. 2. A minimum of 2 years’ experience dealing with complex customer complaints. 3. Experience of communicating with internal and external stakeholders. 4. A minimum of 2 years’ experience of implementing new or improved processes and procedures to deliver improved business performance. 5. Knowledge of water and sewer infrastructure. 6. Proficient in the use of MS Office applications including Word, Excel, PowerPoint and Power BI. What is on Offer Salary This role offers a competitive remuneration package with a salary scale of £35,354 to £47,138 per annum. Location Westland House, 40 Old Westland Road, Belfast, BT14 6TE. What we Offer Generous annual leave and public/privilege holidays Flexible working and family friendly policies Hybrid Working (applicable to some of our roles after three months following onboarding and training) Occupational sick pay Employee assistance programmes Cycle to work scheme One of the largest corporate volunteering schemes in NI Award winning health and wellbeing programme which focuses on supporting four key area of employee health; Physical, Mental, Social and Financial How to Apply To submit your application, please click the APPLY icon. For additional information about the role please download a Candidate Brief, available below. Closing date for submission of Applications : Monday 11th May 2026 10.00am Interview Dates: Monday 18th May 2026