Customer Engagement Coordinator

Customer Engagement Coordinator

Maple Cross

We are easy to do business with!

That’s why we need people like you; friendly and approachable, with excellent attention to the details who can help us support our customers.

We have an opportunity for a Customer Engagement Coordinator to join our team supporting our Thames Water contract. You'll act as the link between our customers, third-party stakeholders and operational teams delivering repair, maintenance and infrastructure works, ensuring everyone is kept informed before, during and after works take place.

Here are some of the activities you will be involved in…

• Acting as the main point of contact for customers and third-party stakeholders affected by planned and reactive utility works.
• Keeping customers, residents, businesses and stakeholders informed throughout the lifecycle of works, including changes, delays and completion updates.
• Liaising closely with operational teams to obtain accurate information and communicate this effectively.
• Managing customer enquiries and complaints professionally, identifying practical solutions and ensuring timely resolution.
• Building positive relationships with local authorities, residents, businesses and other third-party stakeholders.
• Supporting vulnerable customers and ensuring individual requirements are appropriately managed.
• Carrying out customer and stakeholder visits where required to support the successful delivery of works.
• Recording customer interactions accurately and maintaining up-to-date information on internal systems.
• Monitoring customer feedback, complaints and performance data, identifying opportunities for continuous improvement.
• Working collaboratively with operational teams to promote excellent customer service and minimise the impact of works on customers and communities.

We would love to hear from you if…

You have previous experience in a Customer Engagement, Stakeholder Engagement or Customer Liaison role within the utilities sector, supporting operational delivery on repair, maintenance or infrastructure projects.

Experience working with third-party stakeholders, including local authorities, residents, businesses and customers, and understand the importance of maintaining positive relationships whilst coordinating works in live operational environments.

You are a confident communicator, able to build relationships with people at all levels, manage challenging conversations professionally and provide practical solutions when issues arise.

Additionally, you'll be highly organised, able to manage multiple priorities and comfortable using Microsoft Office and other business systems to maintain accurate records and produce reports.

A full UK driving licence is essential

Our Company

Every day we work smarter, greener and use our imaginations.

Our purpose at Clancy is simple - we make life better for everyone’s growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more.

We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment.

What Next

You apply, and we respond within two weeks (we know how annoying it is not to hear anything back)! If you don’t receive feedback within that timescale, please don’t be afraid to chase us - one of our values is to do what we say we will do!

Benefits

In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury’s, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme.

Clancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. If you require any reasonable adjustments to be made for you to attend an interview, please do let us know and we will be happy to accommodate.

We are proud signatories of the Armed Forces Covenant and Disability Confident Committed.