Customer Experience Manager

Customer Experience Manager

Salary: £40,510 + Excellent Civil Service Benefits

Location: Birmingham or Cardiff (Hybrid Working -2 days in the office - non contractual)

Permanent | Full Time | 37 hours per week

Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Customer Experience Manager. This is a unique opportunity to join the independent voice for water consumers in England and Wales. As a Customer Experience Manager, you will have the chance to work closely with water companies, regulators and senior stakeholders, playing a key role in assessing customer service performance, influencing improvements and helping to shape the future customer experience agenda across the sector. The role offers significant ownership and influence across a range of high-profile customer experience initiatives, with a focus on stakeholder engagement and sector-wide impact rather than direct people management.

THE ROLE

As Customer Experience Manager, you will:

• Spearhead and coordinate CCW’s suite of customer experience assessments of water companies.
• Build strong relationships with internal and external stakeholders, acting as a trusted and credible representative of CCW.
• Analyse customer service performance, complaints handling and assessment findings to identify areas for improvement.
• Prepare high-quality reports, briefings and recommendations for a variety of audiences.
• Facilitate discussions, workshops and assessment meetings with confidence and professionalism.
• Support the development of customer policy, guidance and future assessment frameworks.
• Use evidence and insight to encourage service improvements and drive positive outcomes.
• Represent CCW at meetings, forums and industry events across England and Wales.

THE CANDIDATE

We are looking for someone who is engaging, organised and people-focused, with:

• Experience working in customer experience, complaints, stakeholder engagement or a similar environment.
• Knowledge of regulated industries, utilities or the water sector is highly desirable, but not essential.
• Strong communication skills and the ability to articulate ideas clearly and influence others.
• Experience producing reports, briefings or recommendations based on evidence and analysis.
• Experience using data, research and customer insights to support decision-making.
• Excellent attention to detail and strong organisational skills.
• Confidence engaging with a wide range of stakeholders and directing discussions.
• The ability to build credibility, develop relationships and challenge constructively when required.
• Sound judgement, initiative and a collaborative approach to problem solving.
• A genuine passion for improving customer outcomes.

Please note that regular travel across England and Wales is required, including occasional overnight stays.

BENEFITS & OFFERING

Hybrid working policy: 8 days per month office based, remainder can be worked from home.

25 days annual leave allowance plus 10½ days’ public and privilege holidays.

Flexi time is available, with the ability to accrue and take time off in lieu throughout the year.

Generous Civil Service Pension

Health & Fitness allowance

Paid allowance days for voluntary work

Wellbeing Hour once a month

Onsite Coffee shop

Free Eye Test every 2 years and Free Flu Jab annually

HOW TO APPLY:

To be considered for this role, please click on the link provided. If you would like any further information about this vacancy before applying, please feel free to contact Kamila Korzeniewska on: kamila.korzeniewska@gigroup.com

Closing date: 15th July 2026, 23:55pm