Head of Customer Experience

6 months ago

Northampton, United Kingdom Drax Group Full time

**Head of Customer Experience**

**Northampton**

**Permanent**

**Full time**

**About the role**

This is a key leadership role within the business - you’ll oversee the Contact Centre, Complaints, Change of Tenancy and Tendered Service, empowering your people to consistently deliver, and creating a high-performance culture. That means 4 direct reports and a wider group of 100+ colleagues working collaboratively, so a real opportunity to bring visible and inclusive leadership.
From a deliverables perspective, the key element of the role is to deliver the strategies which drive Opus to industry leading levels on customer engagement - the Opus business plan is underpinned by effective cost management and successful delivery of EBITDA targets, and your responsibility for the development and implementation of customer facing processes including service and early collection strategies will ensure that they help to achieve the business plan in a changing marketplace.
Alongside that, you’ll ensure the strategic roadmap considers and strengthens other key customer functions including Sales, Metering, Billing, Settlement, SMART and Collections, whilst also protecting the business brand and reputation. You’ll be supported by our own operational excellence framework, which you’ll use to create a highly effective customer experience.
To summarise, you’ll be:

- Leading on enhancing self-serve and digital options to reduce customer led contact
- Positively impact customer retention based on complaint resolution improvement
- Ensuring customer voice is represented through our ethos and in our strategies
- Build on our Right First Time approach to increase rankings on external customer league table

**About you**

It goes without saying that you’ll come from a retail B2B energy background which has developed your strong understanding of the end-to-end customer journey and the regulatory requirements within operational activity.
But beyond that, we’d really like to work with someone who is future focused - the teams are already performing well, and we’d like to work with someone who can help propel us to the next level.
With that in mind, you’ll be brand focussed - natural protective of it and always look for ways to strengthen it. And you’ll be of the continual improvement mindset - always striving to ways to improve things for the benefit of both customers and colleagues alike.
With much change within the industry, you’ll need to be able to bring people on our journey - we’ll be working in new ways so will need to show people what we are trying to do, why, and help people understand the impacts and benefits for them.
That means you’ll be a strong communicator, with a proven track record of building strong relationships with colleagues and stakeholders alike, at all levels.

**About Drax**

Drax Group is a renewable energy company engaged in renewable power generation, the production of sustainable biomass and the sale of renewable electricity to businesses, and we operate a generation portfolio of sustainable biomass, hydro-electric and pumped hydro storage assets across four sites in England and Scotland.
We are the UK’s largest source of renewable electricity, and we operate a global bioenergy supply business with manufacturing facilities across the US and Canada, producing compressed wood pellets for our own use and for customers in Europe and Asia.
To learn more about how we’re enabling a zero carbon, lower cost energy future, click here.

**What we need**

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