Customer Experience Partner

Customer Experience Partner 

North & Central Wales | £29,000–£33,000 + Company Van | 45 Hours (Mon–Fri, 8am–5pm) 
 

We are delighted to be expanding our team following a major new contract win with Welsh 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 dedicated Customer Experience Partner to join our leadership team within the Welsh Water Wastewater Framework. This is a fantastic opportunity to build a rewarding career within the Lanes Group—working 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. 

You’ll work hand‑in‑hand with both Operational and Customer Teams—coaching, guiding, and leading by example to deliver consistently exceptional service. With CARE built into everything we do, you’ll help us achieve top-tier satisfaction scores, maintain strong governance, and keep our service delivery at its very 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 & On‑Site Support 

• Lead all on‑site customer care interactions 

• Represent our CARE values with confidence and professionalism 

• Manage customer enquiries, interactions, and complaints effectively 

• Conduct customer site visits—explaining 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 

• Produce accurate reports 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 customer‑related updates effectively 

Additional Duties 

• Support occasional out‑of‑hours queries 

• Maintain strong knowledge of governance and assurance practices 

 
About You 

To succeed in this role, you’ll bring: 

• A Full 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 UK’s largest independent specialist in water and wastewater services, we: 

• Generate over £530 million annual turnover 

• Employ more than 4,000 talented colleagues across 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 Solutions, Clearflow, AQS, and S&C Fosters—giving us unbeatable capability and industry expertise. 

We are proud to be an equal opportunities employer and encourage applications from all under‑represented groups. 

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