Customer Engagement and Performance Manager – Portsmouth Water AMP8

Cappagh Head Office; Havant; On-site; GBP 40,000 - 60,000; Full time

Job summary

Cappagh Contractors is seeking a dynamic Customer Engagement and Performance Manager for the Portsmouth Water AMP8 framework. This role requires a strategic mindset to shape customer strategies and manage key relationships, including the delivery of customer excellence and performance metrics. The ideal candidate will have proven experience in stakeholder management, a deep understanding of regulatory customer metrics, and a passion for continuous improvement.

Benefits

Opportunities for career progression

Ongoing training

Commitment to quality and safety

Qualifications

• Proven experience in customer engagement or performance management.
• Strong analytical skills and confidence in using data for decision-making.
• Excellent verbal and written communication skills.

Responsibilities

• Develop and deliver a strategic customer engagement plan.
• Monitor and manage performance based on KPIs.
• Act as the main point of contact for client representatives.

Skills

Analytical skills

Stakeholder management

Customer service excellence

Education

Relevant qualification in customer service or business management

Job description

Are you passionate about creating great customer experiences and driving measurable performance? Cappagh Contractors are looking for a forward-thinking Customer Engagement and Performance Manager to join our team on the Portsmouth Water AMP8 framework. In this challenging and rewarding role, you’ll be responsible for shaping our customer strategy, managing key relationships, and delivering exceptional service. You’ll take a data-driven approach to performance management—tracking KPIs, including CMEX and BMEX, and leading continuous improvements across customer journeys.

If you have a strategic mindset, a flair for engaging stakeholders, and a proven ability to deliver results, we want to hear from you.

Company
Cappagh Contractors

Reports to
Contract Manager/ Operations Director

Cappagh Contractors are seeking a dynamic Customer Engagement and Performance Manager to drive customer excellence and strategic engagement as part of our partnership on the

Portsmouth Water AMP8 framework. This pivotal role will champion exceptional customer relations, shape customer strategic vision, and manage performance against agreed Key Performance Indicators (KPIs), including CMeX, DMeX and Br-MeX.

Requirements

Key Responsibilities

• Develop and deliver a strategic customer engagement plan aligned to regulatory requirements and Portsmouth Water’s vision.
• Lead, support, and continually improve customer relationship management processes, ensuring proactive, personalised, and productive engagement at every touchpoint.
• Define and implement clear, measurable KPIs and objectives, including regulatory measures such as C-MeX, D-MeX and Br-MeX
• Oversee advanced monitoring and performance systems, utilising real-time data and analytics to track and report on customer satisfaction and operational metrics.
• Coordinate and chair regular performance reviews, using insights to drive improvements and celebrate successes.
• Act as the main point of contact for client representatives, stakeholders, and key accounts, ensuring positive collaborations and swift resolution of issues.
• Prepare and deliver detailed KPI and metric reports for clients, regulators, and internal audiences.
• Champion a culture of continuous improvement, learning, and customer centricity across operational teams.

Requirements

• Proven experience in customer engagement, service excellence, or performance management in utilities, infrastructure, or related sectors.
• In-depth understanding of regulatory customer metrics, such as C-Mex, D-Mex and Br-Mex, and the ability to improve performance against these.• Strong analytical skills and confidence in using data to inform decisions and drive strategy.
• Demonstrable ability to influence, negotiate, and manage stakeholder relationships at all levels.
• Excellent verbal and written communication skills.
• Relevant qualification or training in customer service, business management, or a related field.

About Cappagh Contractors

Cappagh Contractors is a respected civil engineering company specialising in utilities and water sector projects. We offer opportunities for career progression, ongoing training, and a commitment to quality, safety, and customer service. Working for Cappagh you will be the frontline of our business, embodying our “can do” attitude at every step of the way.

To apply send CV and cover letter using the form on this page – Reference PWCEPM

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