Retailer Relationship Manager – Overview

As the Retailer Relationship Manager working in our Wholesale Services Team, you will manage the relationships with our non‑household retailers. You will ensure retailer satisfaction, resolve escalated or complex issues and guarantee that services provided by Wholesale Services meet the needs of the retailer.

Key Responsibilities

• Account for over 25 retailers, managing overall relationships, day‑to‑day interactions, escalations, financial queries and performance reporting.
• Facilitate regular account meetings to keep relationships positive and confirm outcomes are met.
• Act as the key escalation point for all retailer issues beyond the capacity of the Wholesale Services Team or Service Desk Manager.
• Resolve disputes while protecting Southern Water’s commercial interests, standards and objectives.
• Communicate with retailers about planned and unplanned works that affect their customers within agreed timeframes.

Qualifications & Experience

Great experience in customer operations, key account or stakeholder relationship focused roles and a passion for taking ownership of retailer disputes is required.

Travel & Hours

• Required to travel to retailers’ locations across the country – a full driving licence and own car are mandatory.
• Standby rota: one week in four.

Salary and Benefits

Salary: up to £39,000‑£41,000 per annum (DOE) depending on skills and experience.

• Generous pension up to 11% company contribution
• 25 days annual leave
• Life assurance equal to 4× salary
• Salary sacrifice electric car scheme (after 6 months service)
• Health Cash Plan
• Fully funded eye tests
• Two paid volunteering days a year
• Occupational health service
• Discounts with over 800 popular retailers
• Digital GP service
• Study support may be available for job‑related qualifications
• Competitive maternity leave and flexible return to work options
• Cycle to work scheme

Working Conditions

Full‑time Monday to Friday with a hybrid approach between our office in Durrington and home.

Eligibility

All applicants must be eligible to live and work in the UK. Applicants will need to provide evidence of eligibility (passport, long birth certificate, proof of NI) and current proof of address (dated within the last 3 months) during the recruitment process. Applications from those who do not meet these criteria will not be considered.

Career Progression

Join our Wholesale Services team and experience career progression, training and development opportunities within our commitment to customers and the environment.