Relationship Manager
Location: Birmingham or Cardiff
Contract: Full-time
Working Pattern: Blended working
Reporting to: Head of Company Relationships
About CCW
CCW is the independent, passionate voice for water consumers across England and Wales. Every year, we help thousands of people by providing free, expert advice and resolving complaints with care, clarity and compassion. We champion consumer rights, deliver influential research, and work with governments, regulators and water companies to drive meaningful change.
We are united by our values — Positive Energy, Respect for all, Innovative spirit, Delivery of our promises, and Engaged as one (PRIDE) — and expect all colleagues to bring these to life through their work.
The Role
We are looking for a confident, analytical and influential Relationship Manager to lead CCW’s day‑to‑day engagement with water companies. You will build strong relationships, challenge performance, and use evidence to drive improvements that enhance outcomes for consumers.
In this high‑impact role, you will act as the main point of contact for your allocated company/companies — providing insight, influencing decisions, and ensuring customer needs remain at the heart of the water industry’s work.
Key Responsibilities
Lead CCW’s relationship with allocated water companies, acting as their main day‑to‑day contact
Build constructive relationships and challenge company performance, policies and behaviours
Maintain up‑to‑date knowledge of company operations, performance, regulatory requirements and industry issues
Coordinate meetings, information exchange and follow‑up actions with companies
Use evidence from research, complaints, data and assessments to influence improvements
Contribute to company assessments on issues such as complaints, debt, and incident handling
Support consumer challenge groups, customer panels and accountability sessions
Work with policy, research and customer service colleagues to share insight and identify trends
Prepare briefings, reports and updates for the Executive Team and Board
Represent CCW at meetings, panels, conferences and occasionally in media activity
Support cross‑industry comparisons and highlight best practice
This role includes travel across England and Wales, occasionally with overnight stays.
About You
Essential skills & experience:
Strong analytical skills with the ability to interpret complex data and evidence
Experience influencing performance and driving improvement through challenge
Ability to build productive relationships with diverse internal and external stakeholders
Excellent communication skills, able to convey insight clearly in meetings and writing
Confident working with senior industry figures and presenting to internal leadership
Proactive, organised and able to manage multiple priorities
Desirable:
Experience within a regulatory, utility, consumer or public‑sector environment
Experience contributing to policy development or industry‑wide programmes
Why Join CCW?
Make a real impact on consumer outcomes across England & Wales
Work at the heart of an organisation that influences industry and government
Collaborative, supportive team culture
Strong focus on Equality, Diversity, Inclusion and wellbeing
Blended working with flexible arrangements
Apply Now
If you are a confident communicator with strong analytical ability and a passion for improving consumer outcomes, we’d love to hear from you.
Apply today and help strengthen the voice of water consumers.
By clicking ‘apply’ you will be taken to our website, where you will see further details on the opportunity and how to apply