Customer Contact Manager

Are you passionate about customer service and clear communications? We're looking for a Customer Contact Manager to join our Customer Services team, reporting to the Head of Customer Services - you'll be someone who can combine operations delivery with strategic thinking to make every written customer interaction the best it can be. 

 In this vital role, you will be responsible for shaping and delivering proactive and reactive written communications for our customers where tone and clarity matter.  

 From service updates to complex complaint responses, you'll ensure our customers receive accessible information they can trust, easily understand, and act on.  

The Customer Contact Manager must be able to identify and implement clear processes around written communications to customers.   

As a member of the Customer Services team, the Customer Contact Manager must have a customer centric mindset and will contribute to delivering our wider regulatory customer commitments

What you'll do

You will:

• write bespoke proactive and reactive customer communications 
• a senior approver for any written customer communication  
• an advocate and trainer of our ‘Your Words Matter' (our internal writing principle)
• improve proactive communications across multiple channels 
• implement improved processes
• contribute to the customer services strategic plan
• measuring user experience, behaviours, and engagement.

What you'll need

In this exciting and varied role, we are looking for:  

• expert writing skills- write clearly, empathetically, and professionally  
• can contribute at a strategic level  
• excellent organisation and time management skills with the ability to multitask 
• excellent understand of customer service and experience 
• the ability to manage change 
• a proven ability to develop and improve customer service processes, particularly around customer contact es
• support of colleagues and foster a culture of innovation 
• the ability to understand policies, procedures, and performance commitments 
• logistics management experience 
• PC and systems literate – good all round IT knowledge 
• broad understanding of Operational activities
• understanding of Wessex Water policies, procedures, and performance commitments.

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to buy up to ten days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• A new electric car in exchange for part of your gross salary, subject to conditions.
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• An interactive health and wellbeing platform.
• Support from mental health first aiders.
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.
• YTL Developments – a major UK developer currently redeveloping a 350 acre former airfield into an award winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community.
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors.
• YTL Arena – the development and operation of an entertainment complex that includes a 19,000 capacity arena, conferencing and exhibition space.
• Plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.  

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.