Job Description: Field-Based Customer & Stakeholder Engagement Lead

Job Overview

• Job Title: Field-Based Customer & Stakeholder Engagement Lead
• Location: Field/Office: South England / Andover
• Job Type: Full-time / Permanent
• Salary: Competitive £25,000 – £35,000 + Overtime
• Working Hours: 08:00 – 16:00, Monday – Friday
• Benefits: Company Car, Mobile Phone and Laptop, Company Pension, Ongoing Training, and Wellbeing Support

About Us

Our organization delivers fast, reliable, and professional wastewater management and emergency response services backed by over 35 years of combined industry experience. Operating 24/7, we handle reactive services including localised flooding responses, sewage discharges, pumping station failures, and environmental pollution incidents for private clients, commercial organizations, local authorities, national water companies, and the Environment Agency.

Role Purpose & Key Responsibilities

As the face of the organization, you will act as the primary point of contact for customers on-site before, during, and after operational works.

• Customer & Stakeholder Engagement: Visit customers ahead of planned works, explain processes, answer questions, keep customers informed of progress or delays, and build positive relationships with residents, local authorities, and client representatives.
• Operational Support: Work closely with field teams to ensure smooth delivery, resolve site access issues proactively, manage customer communications to minimize failed visits, and attend stakeholder or Parish Council meetings.
• Reporting & Compliance: Accurately record interactions, site info, and job updates using company systems (such as BigChange), complete reports and upload photographs on the day of attendance, and maintain strict Health & Safety compliance (including PPE, FYLD, and Lone Alert systems).
• Continuous Improvement: Identify follow-on work opportunities, report service improvements, and proactively handle complaints to resolve issues before they escalate.

Annual Objectives (Key Performance Indicators)

• Deliver Excellent Customer Service: Maintain 100% or above customer satisfaction, receive fewer than 3 justified complaints annually, and respond to enquiries within agreed timescales.
• Improve Communication: Contact customers before arrival, keep records updated in BigChange, and ensure scope of works is clearly understood.
• Support Operational Delivery: Maintain 100% on-time attendance for scheduled appointments, attend tankering sites proactively, and participate in GW morning calls.
• Health, Safety & Compliance: Maintain full compliance with PPE, vehicle audits, defect checks, and FYLD/Lone Alert usage.
• Personal Development: Complete mandatory training, toolbox talks, 121s, and expand knowledge of wastewater operations.

Candidate Requirements

Essential Criteria

• Minimum of 2 years of experience in customer service, ideally within utilities, construction, or field operations.
• Experience working with or around wastewater tankers.
• Excellent communication, interpersonal, and active listening skills with a friendly and professional manner.
• Strong organizational skills, self-motivation, and the ability to work independently to manage your own workload.
• Confidence in handling difficult conversations and resolving complaints.
• Good IT proficiency, including Microsoft Office and mobile applications.
• A full UK clean driving license.

Desirable Criteria

• Experience working with utility companies or environmental services.
• Prior knowledge of wastewater, drainage, or construction operations.
• Experience using field service management software like BigChange.

Darwin Recruitment is acting as an Employment Agency in relation to this vacancy.

Nick Rands