Your day to day role may be working within our Customer Experience Department, but your contribution will be far wider as you help us to deliver clean, safe drinking water to all our 3.6 million customers every single day.

What will you be doing?

As a Executive Relations Manager you will be responsible for the management of an effective, complaints, enquiries and compliments management service which ensures service standards are met. You will provide information to the Executive Team and Head of Customer Strategy & Experience relating to subject access request enquiries and ADR cases in accordance with Affinity Waters policy and procedures. Be responsible for the development of colleague understanding of complaints across directorates, to ensure complaints are resolved efficiently and effectively and to reduce the need of complaints being escalated. Manage the supply of performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements. Have oversight of multi complex complaints, enquiries and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments. You will work collaboratively with internal and external parties including suppliers, managers and contractors, and providing regular feedback to the business to ensure to ensure consistent practices operate across the directorate. You will personally manage CEO, Executive Complaints and be the point of sign off for ADR Complaints, ensuring they are dealt with promptly and to full resolution. You will line Manage 5 Customer Relationship Executives, ensuring they are adequately trained in complaint resolution and deliver a consistent service experience to our customers.

Got what it takes to succeed?

Here at Affinity Water, we attract and nurture the top talent. It’s the pride we take in delivery and performance. If you want to join the best you will need an understanding of the water industry, legislation and regulatory framework. Have experience of Management of a team which works within a regulatory framework. Have strong Customer Centric Attitude and Passion. Experience of handling customer enquiries and/or complaints. Knowledge of good practice in managing complaints, including mechanisms to facilitate learning from complaints. Experience of and ability to plan and prioritise workloads, work under pressure and to strict deadlines. Strong experience of working with customers, understanding their diverse needs and translating these into actions. Experience of working closely and collaboratively with senior managers. Excellent communication both verbal and written work including letters, with ability to relate to both colleagues, elected members and customers, adapting style to suit. Ability to use data and write reports to recognise performance issues and communicate these to appropriate managers

What’s in it for you?

You’ll be based in our modern and spacious offices within the heart of Hatfield Business Park with on-site bistro and parking facilities. If you fancy a walk or a bite to eat at lunch off-site, you won’t be short of choices.

In return for all your excellent work, we’ll provide you with a double-matching pension scheme and a holiday allowance that increases with length of service, which means that the longer you stay, the more you gain!

We are also committed to developing your career progression. and will support the cost of your professional fees to help you get to where you want to be.

As a further thank you, we will give you access to a wide range of shopping and entertainment discounts. Who wouldn’t want money off their weekly shop or night out at the cinema? If that wasn’t enough, we’ll give you access to support of your wellbeing with tips such as healthy eating recipes and mindfulness techniques.

Thirsty for more?

You can find out what it’s like to work at Affinity Water through our career site where our staff have been talking on video about their roles and sharing their career development stories.

Don’t forget to look at all the good work that we do at Affinity Water through our social media channels. You too can join our #WhyNotWater campaign and make sure that there is enough water for the future.

Tell us how you would be a great fit for this role by following our quick and simple application process and we will respond back to you shortly after the deadline.