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Customer & Communication Change Manager - AWE

Emcor UK

Customer & Communication Change Manager - AWE

£45500

Emcor UK, Spencers Wood, Wokingham

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 13 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 7b45f772fe4646c095057195801f926b

Full Job Description

  • Innovate across customer communication campaigns, ensuring timely and relevant information delivery in a memorable manner.

  • Develop change communication plans that address the needs of diverse audiences within the organisation.

  • Craft/deploy compelling content for various channels, including newsletters, SharePoint/intranet, website, and other customer-facing platforms

  • Liaise with customer service team to monitor and respond to customer feedback, incorporating insights to improve communication approaches

    • Change Management:
  • Liaise with project delivery teams, ensuring seamless integration of communication strategies into business-as-usual operations

  • Work alongside with training teams to ensure consistent approach/language deployed through training sessions and workshops, supporting employees through change

    • Stakeholder Engagement:
  • Work with Customer Service Manager to identify, establish and maintain strong relationships with key stakeholders, including customers, colleagues and leadership teams

  • Collaborate with internal and client teams to gather insights, ensuring that communication strategies align with the broader business strategy

  • Act as a liaison between the organisation and an array of identified client stakeholders, fostering positive relationships and promoting a customer-centric culture

  • Assist Customer Service Manager to craft/deploy compelling content to internal teams via various channels, including Town Hall meetings, newsletters, SharePoint/intranet, emails, and other internal platforms.

  • Work alongside internal steering groups, to understand and monitor actions and identify relevant information to communicate with internal and external stakeholders.


  • Measurement and Analysis:

  • Utilise data and key performance indicators (KPIs) to measure the effectiveness of communication strategies

  • Prepare/distribute regular reports on customer satisfaction, communication effectiveness, and engagement metrics

    • + Support Customer Service Manager to conduct regular assessments of customer satisfaction and employee engagement related to communication efforts
    + Provide insights and recommendations based on data analysis to continuously improve communication practices and customer satisfaction

    What you need:
  • Proven experience in customer communications, change management, or related roles.

  • Excellent written and verbal communication skills, with an ability to tailor messages for diverse audiences

  • Understanding of change management with ability to manage multiple projects simultaneously.

  • Understanding of integrating technology, business processes, and organisational culture for sustainable change

  • Demonstrated ability to develop and implement successful customer experience initiatives.

  • Ability to thrive in an uncertain environment and drive change effectively.

  • Ability to obtain and maintain security clearance

    At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to "create a better world at work". Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers' evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden

    • of facility operations, freeing up our customers to concentrate on their business.

    Up to £45,500 a year - Permanent, Full-time, Pulled from the full job description
  • Company pension

  • Cycle to work scheme

  • Gym membership

  • Referral programme

  • Sick pay, Working hours: 0745-1630 (1615 on Friday) OR 0800-1715 (1700 on Friday) - Inclusive of 9-day fortnight


    • Benefits: 25 Days Holiday + BH, + 26 extra days leave through 9 day working fortnight, Company Pension, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme),
  • 25 days holiday as standard + Bank holidays + 26 extra days leave through 9 day working fortnight (below)

  • 9 day working fortnight - Week 1, Mon to Fri / Week 2, Mon to Thurs

  • Holiday Buy Scheme - up to 5 days

  • Company Pension - Auto enrol.

  • Company sick pay

  • Industry leading Maternity & Paternity Policies Real Living Wage Employer

  • Refer a Friend scheme

  • Professional training - suited to your role

  • Extensive Learning & Development opportunities - including opportunities for progression.

  • Discount Shopping, Gym, Days Out

  • Bike To Work Scheme

  • Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.

  • Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.

  • Occupational Health - Making a positive change to Health & wellbeing at work.

  • Various Rewards & Recognition Awards

  • Stable employer with long-term prospects on the contract