Job title: Community Engagement Officer
Salary: To: £27,000
Location: Walsall, West Midlands
Be the friendly face of a major environmental programme that will help secure the future of our water supply.
If you’re passionate about helping people, enjoy being out in the community, and want to play a key role in a programme that will benefit thousands of households, this is a fantastic opportunity. You’ll be at the heart of our Universal Metering Programme — supporting customers, answering questions, and making sure every interaction is handled with care.
About The Programme
South Staffs & Cambridge Water supply clean, reliable drinking water to around 1.7 million customers. In 2021, both regions were designated as ‘seriously water stressed’, and we’ve committed to installing 161,500 water meters between 2025 and 2030.
Universal metering will help customers manage their bills, give us better operational insight, and support long‑term environmental protection. Customer care is central to this work — and that’s where you come in.
This is an exciting opportunity to be part of a major programme that will shape the future of water use in our region. If you care about doing the right thing, enjoy helping people, and can stay calm and fair in difficult conversations, we’d love to hear from you.
The Role
As a Community Engagement Officer, you’ll represent South Staffs Water in the areas where meters are being installed. While our partners carry out the technical work, you’ll be the person customers turn to for reassurance, information, and support.
This is a highly visible role where your communication skills, empathy, and professionalism will make a real difference.
You Will
* Act as the main point of contact for customers and stakeholders during onsite metering works.
* Manage and elevate customer complaints raised during installation activity.
* Visit customers on our Priority Services Register to ensure they understand the process and receive any additional support required.
* Book appointments for customers who need internal meter installations.
* Work closely with internal teams and external partners to ensure queries are resolved promptly.
* Attend local events such as town halls, festivals, and community sessions to promote the programme and engage with residents.
What You’ll Need
* A proactive, people‑focused approach and the ability to build strong relationships across teams and communities.
* Strong problem‑solving skills and the confidence to handle challenging conversations with clarity and fairness.
* Excellent communication skills and the ability to understand and respond to customer needs.
* Willingness to travel across the South Staffs region — a full UK driving licence is essential.
* Experience in the utilities or water sector is helpful but not essential; what matters most is your ability to engage with customers and represent the company positively.
* Able to commit to working Mon‑Fri with flexible hours (weekends & evenings included as required on an adhoc basis).
What You’ll Get In Return
* A competitive salary plus benefits.
* 25 days holiday + bank holidays.
* Company pension with employer contributions.
* 24‑hour helpline providing free and confidential advice to you and your family on financial, legal, marital, and health matters.
* Eyecare vouchers – via Specsavers.
* Employee Assistance Programme (EAP).
* 24/7 remote GP access.
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