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About The Role
Balfour Beatty (@one Alliance)
@one Alliance is a partnership of eight leading companies—Anglian Water, Balfour Beatty, Barhale, Binnies, MMB, MWH Treatment, Skanska, and SWECO—delivering over half of Anglian Water’s capital investment programme. As we enter AMP8, our most ambitious Asset Management Period, we are preparing to undertake our largest project yet. This is a unique opportunity to drive industry change, set global standards, and foster career growth.
About The Role
Customer Experience Specialist – Balfour Beatty (@one Alliance)
@one Alliance is a partnership of eight leading companies—Anglian Water, Balfour Beatty, Barhale, Binnies, MMB, MWH Treatment, Skanska, and SWECO—delivering over half of Anglian Water’s capital investment programme. As we enter AMP8, our most ambitious Asset Management Period, we are preparing to undertake our largest project yet. This is a unique opportunity to drive industry change, set global standards, and foster career growth.
Location: East Anglian region – Hybrid working
Are you passionate about delivering exceptional customer experiences and making a real difference in local communities? Do you thrive in a dynamic environment where you can influence key decisions and drive positive change? If so, we have an exciting opportunity for you!
As a Customer Experience Specialist, you’ll play a vital role in ensuring that Anglian Water’s projects are delivered with customer needs at the forefront. Working closely with internal teams, local communities, and key external stakeholders, you’ll help shape and enhance customer engagement while driving social value initiatives.
What you'll be doing
What You’ll Be Doing
* Stakeholder Management: Build and maintain strong relationships with senior project managers, construction managers, and site teams to ensure customer considerations are embedded at every stage of project delivery.
* External Engagement: Engage with elected officials, transport agencies, and community groups to promote transparency and proactive communication.
* Customer Advocacy: Act as the voice of the customer, influencing decisions to improve the Customer Measure of Experience (CMEX).
* First Point of Contact & Resolution: Handle customer enquiries and complaints with a focus on achieving first-time resolution and a high standard of service.
* Data Analysis & Insight: Analyse customer feedback, identify trends, and present actionable insights to internal teams to drive continuous improvement.
* Engagement Strategy: Develop and execute engagement plans that effectively communicate key messages and enhance customer understanding.
* Social Value & CSR: Identify opportunities to deliver meaningful community benefits and corporate social responsibility initiatives.
* Communication & Storytelling: Confidently share project updates and key messages through traditional and digital channels, ensuring customers stay informed.
Who we're looking for
What We’re Looking For
* Strong relationship management and stakeholder engagement skills.
* Analytical mindset with the ability to interpret and present complex data.
* Excellent communication skills, both written and verbal.
* Strategic thinker with the confidence to challenge and influence decision-making.
* Experience in customer engagement, community relations, or a similar role.
* Passionate about enhancing customer experience and delivering social value.
* Full driving license and willingness to travel across the region
Why work for us
Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.
Why join us?
Benefits
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:
* Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
* 25 days paid annual leave (pro rata)
* Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
* Pension, share incentive plan, volunteering leave, recognition schemes and much more…
About Us
Balfour Beatty’s Power Transmission & Distribution teams work with regional, national and international electricity network owners and operators to provide technical engineering solutions across the full spectrum of the electricity grid, including overhead lines, cabling, substations and distribution networks.
From scoping and feasibility, to design, construction and on-going maintenance, our in-house experts, flexible resources and industry-leading innovations support customers in the development of some of the UK’s most ambitious power transmission and distribution projects.
Diversity and inclusion
At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.
As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/
We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Construction
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