Field-Based Customer & Stakeholder Engagement Lead
Location: Field / Office: South England / Andover
Job Type: Full-Time, Permanent
Salary: Competitive £25,000 - £35,000 + Overtime
Benefits: Company Car
Working Hours: 08:00 – 16:00 Monday - Friday
About Us
Our objective is to deliver a fast, reliable, and professional wastewater management and emergency response service, backed by over 35 years of combined industry experience in wastewater management and problem-solving solutions. Operating 24 hours a day, 7 days a week, we provide a reactive service with the ability to be on site within four hours. Our expertise includes responding to localised flooding for private clients, commercial organisations, local authorities, and the Environment Agency; sewage discharges caused by burst rising mains or sewer networks for national water companies; failures of sewage pumping stations; and environmental pollution incidents affecting water companies, local authorities, and the Environment Agency. Our focus is on minimising disruption, protecting the environment, and delivering effective solutions whenever and wherever they are needed.
As our business continues to grow, we are looking for a confident, organised and customer-focused Field-Based Customer & Stakeholder Engagement Lead to join our team.
About the Role
This is a varied role where no two days are the same. You'll be the face of Flow Management Solutions, working directly with customers before, during and after operational works. You'll ensure customers are informed, supported and confident throughout the process while working closely with our operational teams to deliver an outstanding customer experience.
The role involves travelling to customer sites across the South of England, liaising with residents, businesses, site managers and client representatives, helping to coordinate works and resolve any issues that arise.
Key Responsibilities
Act as the primary point of contact for customers on site.
Visit customers ahead of planned works to explain the process and answer any questions.
Keep customers informed of progress, delays or changes to scheduled works.
Build positive relationships with customers, residents, local authorities and client representatives / Stakeholders.
Resolve customer concerns professionally and escalate issues where appropriate.
Work closely with operational teams to ensure works run smoothly.
Identify and resolve site access issues before operational teams arrive.
Accurately record customer interactions, site information and job updates using company systems.
Complete reports and upload photographs following site visits.
Ensure all activities comply with Health & Safety requirements.
Represent Flow Management Solutions in a professional manner at all times.
About You
We're looking for someone who enjoys meeting people, solving problems and delivering excellent customer service.
You will ideally have:
Minimum 2 years experience in customer service.
Excellent communication and interpersonal skills.
A friendly, professional and approachable manner.
Experience in customer service, Customer service in utilities, construction or field operations.
Experience work with or around wastewater Tankers.
Strong organisational skills and the ability to manage your own workload.
Confidence dealing with difficult conversations and resolving complaints.
Good IT skills, including Microsoft Office and mobile applications.
The ability to work independently and make informed decisions.
A full UK clean driving licence.
Desirable
Experience working with utility companies or environmental services.
Knowledge of wastewater, drainage or construction operations.
Experience using field service management software such as BigChange.
What We Offer
Competitive salary.
Company vehicle.
Mobile phone and Laptop.
Company pension.
Ongoing training and professional development.
Opportunities for career progression within a growing business.
Supportive and friendly working environment.
22+ Bank Holidays Annual leave increasing by 1 day per completed year up to 28 days.
Employee assistance and wellbeing support.
Why Join Flow Management Solutions?
At Flow Management Solutions, we believe great customer service starts with great people. We're committed to investing in our employees, encouraging development and recognising success. If you're passionate about helping customers and want to make a real difference within a growing company, we'd love to hear from you.
How to Apply
Please send your CV together with a covering letter explaining why you'd be a great fit for the role to [email protected]
Flow Management Solutions Ltd is an equal opportunities employer and welcomes applications from all suitably qualified candidates.
Pay: £25,000.00-£35,000.00 per year
Benefits:
- Company car
- Company events
- Company pension
- Employee mentoring programme
- Free flu jabs
- Free parking
- On-site parking
Work Location: Hybrid remote in Fullerton
