About this role
esponsible to: Senior Operations Manager / Customer Delivery Manager
Responsible for: Customer Communications & Notifications, Liaison with
External Stakeholders & Agencies, Engagement Plans, Reporting
Requirements, Contract Performance & GSS, Client Initiatives, Management of
Outsourced Services
Working Contacts: Operational Delivery Team, Client Customer Team,
Morrison & Client PR Teams, External Stakeholders & Agencies
Main Purpose of Job:
To plan and implement a co-ordinated programme of communications to
customers and strategic stakeholders in order to support the efficient delivery of projects other the Framework for Mains Renewals programmes of work from
Southern Water (SW), in line with SW’s & UI Customer Excellence Guidelines.
To support the project delivery teams in all aspects of customer management;
to monitor and audit all customer care processes and procedures and to
manage the interface on customer care issues between SW, UI and the
stakeholder.
To work in liaison with UI Operational Staff, SW’s Customer Liaison Officers
and Public Relation Officers to provide a co-ordinated support to delivery
teams:
Ensure that the mutual reputations of both UI and SW are managed effectively.
Assist Communications and Stakeholder Engagement Manager in producing
SW & UI corporate literature – presentations, weekly lookaheads updates,
internet updates and newsletters. Which are fundamental in providing a unique
customer experience
Roles and Responsibilities
Strategic
Formulate communication strategies for the efficient delivery of projects
including: setting objectives; measures of evaluation; tone; positioning; key
messages; Qs&As stakeholder identification and engagement and the most
effective channels to use to achieve optimum impact.
R
Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.