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Senior Customer Manager

Posted: 7 Sep 2020 Closes: 6 Nov 2020
Leicestershire-Leicester, UK Competitive
Permanent & Full-time 1120967267

About Costain and your project.

We have an exciting opportunity for a Senior Customer Manager to be at the forefront of driving the Customer agenda for the Contract Management Organisation (CMO), ensuring the continued development of a strong culture and focus on our customers through all customer interfaces. You will establish and maintain a deep understanding of customers and use this to shape and continuously improve the service that we offer. You will also be supporting the Cadent Network Customer Plan in alignment to Cadent Customer KPIs which enables the business units to monitor the experience of customers and prioritise investments based on customer needs.

Cadent is the UK's largest Gas Distribution Company, operating 4 of the 8 UK Gas Distribution Networks (East of England, London, North West and West Midlands). Their service spans over 131,000 kilometres of pipes supplying to 11 million homes & businesses. They also operate the Gas Emergency Helpline for the whole of the UK.

Costain helps to improve people's lives with integrated, leading edge, smart infrastructure solutions across the UK's energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK's leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

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What will I be doing?
  • Support the strategic direction within the CMO through the development and deployment of the Cadent Network Customer Plan
  • Managing responsibilities in relation to Priority Services Register customers and the way our works impact them
  • Supporting Site/Area Managers on specific customer issues and the direct management of Customer Liaison Officers across the CMO
  • Strong understanding of the regulatory environment, key business drivers and operational activities and how they are likely to develop
  • Drive process improvements and adoption whilst motivating others to meet the challenges of a demanding customer environment
  • Ensure that all areas of the CMO have a clear understanding of Cadent's vision and goals for customer experience excellence, including setting of customer experience goals as part of individual performance objectives
  • Managing local customer teams within the CMO, including the management of customer complaints and enquiries, ensuring timely resolutions and sharing of root cause analysis
  • Reporting on levels of customer performance, including an understanding of the relative impact of any improvement initiatives
  • Interrogation and translation of any relevant customer reports that are centrally produced and distributed
About you
  • Experience of developing successful relationships, including the ability to engage, challenge and influence senior managers and secure their support
  • Knowledge of the gas distribution sector preferable but not essential
  • Experience in leading customer teams with a proven track record of customer satisfaction successes
  • Experience of developing a set of plans and initiatives that seek to jointly deliver improvement across a set of agreed targets
  • Experience in indirectly managing performance improvements across a large and varied workforce
  • Knowledge of the regulatory deal and the customer commitments within it
  • Knowledge of the geographic areas and key stakeholders
Final Statement

Why work for us?

Talent comes in many different guises. At Costain we recognise this and work with employees to take them where they want to go rather than where we think they should go. We are fully committed to creating a safe place to work, where everyone can be at their best, every day. A workplace where everyone can be their true self, feel valued and understood for who they are and what makes them unique.

As a mark of our progress we were named as a Times Top 50 Employer for Women in 2018 and again in 2019. In addition to this, we have won various awards, including IChemE Diversity and Inclusion, Women in Science and Engineering (WISE) Employer of the year and a Business in the Community (BITC) Game Changer award. Manchester and London Pride parades are now established dates in the Costain calendar, and we are proud to be a Stonewall diversity champion. We are a member of Working Families, an early signatory to the BITC Race Charter and a Disability Confident Committed employer.

Costain value that everyone is different and by being different, our people can bring their own valuable contribution to the business. Creating an inclusive culture makes us more able to recruit, retain and progress a diverse workforce, increasing employee engagement and experiencing higher levels of wellbeing.

Our employee benefits

We're dedicated to providing a broad range of rewards and benefits. As well as a competitive salary, our employees enjoy a comprehensive core benefits package which includes:

  • Group Pension Plan, to help you save for the future
  • Employee Assistance Programme, to help employees and their families balance the pressures of work and home life
  • Incentive payments to recognise high-performance
  • Life assurance, to help protect your loved ones financially
  • Funded membership to a professional Institute
  • Private healthcare and dental packages
  • Salary sacrifice cycle to work scheme
  • Discounted gym membership, to keep you as fit and as healthy as you can be
  • Volunteering days, so you can give back to your local community
  • Save as You Earn (SAYE) scheme, that lets you save towards buying shares in Costain

Costain, and the Armed Forces

We actively encourage applications from candidates who have a relationship with the armed forces community whether as a currently serving member or reservist, ex-military or wounded personnel or as a member of a service family.

Right to Work & Security Checks

Understandably given the nature of our business, everyone who is employed at Costain must undergo thorough referencing checks. We will need different information depending on the job we have offered you. For all roles, we'll carry out a criminal record check and we'll ask to see evidence that you have the legal right to work in the UK. You may be required to obtain and maintain security clearance of at least Security Check level (or SC clearance). To satisfy the requirements, you will need to have been a legal UK resident for a minimum of 5 years and have successfully complete all stages of the vetting process.

Closing date

Please note that Costain reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend at you apply as soon as possible rather than wait until the published closing date.

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