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Customer Manager

United Kingdom-North West

Req#: 36090BR

Date published: 12-Jul-2018

Opportunity: Experienced Hire

Business Line: Water

Business Plan: ENS

Level: 132

Primary Purpose:
Black & Veatch are recruiting for a Customer Manager for our ORIS Oldham project.

Principal Duties and Responsibilities:
• Point of contact for all customer enquiries – closed when resolution satisfactory to customer (contact to be made with customer within 4 hours of receiving from United Utilities)
• Point of contact for all customer issues/complaints – closed when resolution satisfactory to customer (contact to be made with customer within 4 hours of receiving from United Utilities)
• Point of contact for all written complaints – response to be provided in SLA stated by United Utilities written team, between 1-10 days
• Regular communication with United Utilities Engineering Delivery Team
• Deliver positive customer experience including face to face communication
• Customer interaction
• Monitoring of media/social media to gauge possible impact on project
• Point of contact for out of hours matters
• Liaison with customers regarding planned works
• Ensure branding of all sites is correct to United Utilities expectation (Tone of Voice)
• Ordering of branded communication tools to brand sites correctly
• Co-ordinating information to customers (appropriate communications displayed at each work area) – Internal and external
• Maintain and update Customer & Stakeholder Communications Plan
• Deliver all requirements of Customer & Stakeholder Communications Plan
• Maintain stakeholder map (highlighting key stakeholders/customers)
• Regular communication with United Utilities Communications Team
• Provide regular updates for United Utilities project web page
• Complete customer experience during construction survey records
• Complete customer site appraisal records
• Complete customer experience post construction survey records
• Assist United Utilities in maintaining and improving their SIM score
• Promote positive recognition under the WOW scheme and other external recognition schemes
• Landowner interaction
• Regularly communicate with United Utilities Assets & Acquisitions Team
• Maintain and update private land handover tracker
• Ensure that all correct statutory notices are in place and up to date to work on private land
• Organise and lead private land meetings
• Organise handover of private land
• Identification of properties potentially affected for structural surveys
• Maintain and update structural surveys log
• Organise structural surveys through independent surveyors
• Produce and deliver completed structural surveys to customer(s)
• Attend all project meetings requiring customer presence
• Manage the project Community Investment Fund
• Engage positively with all community groups affected by the project
• Update Business Collaborator with all relevant customer documents
• Identify United Utilities extracare and sensitive customers
• Outline/identify which customers need to be communicated with for individual works
• Produce written communications (letters)
• Deliver written communications (letters/leaflets/surveys)
• Communicate with third party company to produce and deliver communications to larger areas
• Ensure adequate stock of branded communications (project leaflets/surveys etc.)
• Ordering of branded communications (project leaflets/surveys etc.)
• Ensuring all customer facing contractors have necessary level of customer training
• Ensure ‘Helping life flow smoothly’ training given to all employees
• Carry out Customer Care toolbox talks
• Carry out Customer Care training/development
• Regular interaction with United Utilities Customer & 3rd Party Co-ordinator
• Regularly communicate with Oldham Council (Highways, Environmental teams etc.)
• Produce monthly customer care report
• Record management information to produce customer performance report
• Produce monthly Councillor project update
• Attend Customer & Third party meetings
• Attend United Utilities Customer Governance Meetings
• Share customer improvement initiatives to improve SIM score
• Attend stakeholder meetings
• Organise public exhibitions to promote project
• Attend public exhibitions to communicate with customers
• Make customer appointments bound by GSOS

Minimum Qualifications:
All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Preferred Job Qualifications:

Black & Veatch Holding Company, its subsidiaries and its affiliated companies, complies with all Equal Employment Opportunity (EEO) affirmative action laws and regulations. Black & Veatch does not discriminate on the basis of age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender Identity and expression, disability, veteran status, pregnancy status or other status protected by law.

For our EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here and here.