Customer Experience Partner

Customer Experience Partner

North & Central Wales Company Van 45 Hours (MonFri 8am5pm)

We are delighted to be expanding our team following a major new contract win withWelsh Water supporting the proactive and reactive maintenance of their Wastewater Network for the next four years and beyond.

As part of this exciting growth we are recruiting a dedicatedCustomer Experience Partnerto join our leadership team within the Welsh Water Wastewater Framework. This is a fantastic opportunity to build a rewarding career within the Lanes Groupworking closely with one of our most valued clients and helping to deliver outstanding service aligned to their AMP8 objectives.

What This Role Is All About

As a field-based Customer Experience Partner you will be the face of our customer excellence standards. Your mission is simple but impactful:
ensure every customer feels heard supported and valued.

Youllwork handinhand with both Operational and Customer Teamscoaching guiding and leading by example to deliver consistently exceptional service. With CARE built into everything we doyoullhelp us achieve top-tier satisfaction scoresmaintainstrong governance and keep our service delivery at itsvery best.

This role is perfect for someone who loves people thrives in the field and can confidently manage customer conversations with empathy clarity and professionalism.

Key Responsibilities

Customer Leadership & OnSite Support

• Lead all onsite customer care interactions

• Represent our CARE values with confidence and professionalism

• Manage customer enquiries interactions and complaints effectively

• Conduct customer site visitsexplaining processes and guiding expectations

Operational Coaching & Excellence

• Coach operational teams to deliver outstanding customer service

• Deliver toolbox talks and engage teams with key customer themes

• Provide guidance and practical advice to improve service delivery

Insight Reporting & Assurance

• Analyse customer data to spot trends improvements and risks

• Produceaccuratereports within the governance and assurance framework

• Conduct independent assurance checks and develop action plans

• Support regulatory compliance and process updates

Relationship Building & Issue Resolution

• Build strong relationships with all stakeholders

• Work closely with operations to resolve issues promptly

• Manage escalations to ensure positive outcomes

• Prioritise and communicate customerrelated updates effectively

Additional Duties

• Support occasional outofhours queries

• Maintain strong knowledge of governance and assurance practices

About You

To succeed in this roleyoullbring:

• AFull UK driving licence(max 6 points)

• Experience working closely with customers (field-based preferred)

• A passion for delivering excellent service

• Confidence in managing challenging conversations

• Strong organisational skills with the ability to plan ahead

• Flexibility and resilience to adapt to changing customer and business needs

• Strong data interpretation attention to detail and accuracy

• Excellent interpersonal and communication skills

• Ability to manage your own workload and time effectively

Why Join Lanes Group

At Lanes people are at the heart of everything we do. As the UKs largest independent specialist in water and wastewater services we:

• Generate over530 millionannual turnover

• Employ more than4000 talented colleaguesacross the UK

• Operate through a nationwide network of depots

• Offer career development and opportunities across multiple businesses within the Lanes Group

Our group includes trusted brands such as Lanes Lanes I Sapphire Utility SolutionsClearflow AQS and S&C Fostersgiving us unbeatable capability and industryexpertise.

We are proud to be anequal opportunities employerand encourage applications from all underrepresented groups.

Strictly no agencies.
This role is open to both internal and external applicants. Internal candidates mustsubmitan Internal Application Form to the recruitment team.

Required Experience:

Manager