Gi Group
Customer Experience Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Experience Manager
Salary: £40,510 + Excellent Civil Service Benefits
Location: Birmingham (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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills