Head of Customer Experience
6 months ago
**Delivering what we **promise**
Morrison Water Services is currently looking to recruit a Head of Customer Experience to work on our Thames Water Metering and Developer Services contracts, based out of Langley, Berkshire. Integral to both contracts is the positive engagement with our customers, the clear delivery of our key messages, and the effective case management of queries.
This is a hybrid, remote/office-based role and you will be required to work across multiple sites across London and Thames Valley.
As Head of Customer Experience, you will be required to work collaboratively with our client Thames Water. Delivering customer excellence across both the Smart Metering Programme and Developer Services in London.
This role requires leadership of the Call Centre and Escalations Team, with much of the team being remote or hybrid workers. You will lead the team in delivering a service that meets the required KPI’s and SLA’s of the contact.
You will also be responsible for the creation, implementation, and delivery of our Customer Experience Training, including our Operational Teams. You will be required to ensure the training is reviewed and updated regularly with the client, working towards continuous improvement of our customer offering.
You will have a passion for Customer Excellence and be a strong people manager. You will ensure your people deliver the highest standard of customer service within the Call Centre and the Escalations Team. You will be required to complete additional project work as required and manage headcount within your budget. You will have a keen sense of personal accountability and demonstrate ownership of delivery.
You will be able to manage your team to optimise our performance, customer experience & commercial objectives. The role is extremely varied and requires a dedicated focus on service delivery. You'll have the ability to foster strong working relationships with our client and other third parties.
You will be responsible for ensuring all customer activities are completed compliantly and within SLA to avoid financial fines. Compliance is specified by Ofwat, MOSL, Environment Agencies, Highways Authorities & Consumer Council for Water, as well as the clients’ processes and procedures.
You will take a strategic approach to continuous improvement, looking at how we can adapt existing processes and systems. Introducing new technologies and ways of working that will increase efficiencies and improve customer experience.
You will be able to analyse trends in customer activity and build action plans based on highlighted opportunities for improvement. You will be responsible for creating/maintaining our Customer Charter and a proposed calendar of customer activities.
You will be able to engage and motivate a hybrid/remote team and be central on creating and maintaining a working environment that is inclusive and diverse. You will coach and performance manage, where required, with the aim of building a strong team. Excellence is recognised and rewarded, and people are supported to achieve in line with our contracts’ goals.
You will actively demonstrate and promote the Vision and Values of Morrison Water Services and be a brand ambassador for both Morrison Water Services and our client.
Do you have strong leadership skills and experience of guiding a team to deliver customer & operational excellence?
Are you able to build relationships with internal and external stakeholders, based on integrity & trust?
Can you guide and manage hybrid workers?
Are you experienced in managing a call centre, complaints or case handling environment?
Do you understand customer metrics and how they can drive performance and improvements?
Are you able to negotiate and manage stakeholders?
Do you have strong coaching and performance management skills?
Are you methodical, with the ability to create performance reporting?
Do you have knowledge of the Water Industry and working within a regulated industry?
Can you manage budget, cost centre and forecast to ensure we are working to optimal headcount?
Does this sound like you? If so, we want to hear from you
Morrison Water Services, part of the M Group Services Water Division, are the leading service provider in the water and wastewater infrastructure sectors in the UK. As a division, we employ circa 3000 people across the UK and we are looking for aspiring people like you, who are keen to build their career within the Water Industry.
Our people provide essential infrastructure services through long-term framework agreements to the water and wastewater sectors in the UK and Ireland. Our
Water Division provides a broad range of technical capabilities to our clients ranging from asset condition assessment to design, build, commissioning and completion. With a £2.1billion order book and turnover at £450 million, we are market leaders in our field. Joining us gives you the scope and ability to work for an organisation who are not
-
Financial Manager
4 days ago
Slough, Slough, United Kingdom CCG Head Office Full timeFinancial Controller Role at CCG Head OfficeThis is a dynamic role that requires the ability to balance financial acumen with customer service skills.We are looking for an experienced Financial Controller to join our team at CCG Head Office. The ideal candidate will have prior experience in credit control, preferably within the care sector. A methodical...
-
Head of Customer Projects Operations Emea
6 months ago
Slough, United Kingdom Eaton Full timeEaton’s Customer Projects organisation has a new exciting opportunity for Head of Customer Projects Operations. Our Customer Projects organisation is focused on ensuring excellent customer experience and meeting our projects portfolio business targets by continuously improving our delivery processes and tools. We are a diverse and high-performance team...
-
Receivables Accounting Specialist
4 days ago
Slough, Slough, United Kingdom CCG Head Office Full timeFinancial Operations Assistant We're seeking an organized and detail-oriented professional to support our financial operations team at CCG Head Office.The successful candidate will assist in managing customer accounts, resolving discrepancies, and maintaining strong relationships with internal and external stakeholders.Account Reconciliations: Conduct...
-
Customer Experience Director
3 days ago
Slough, Slough, United Kingdom theo Full timeAutomotive Service ExcellenceLocation: SloughThis challenging opportunity requires a highly skilled Aftersales Manager to lead the delivery of exceptional customer experiences in a thriving dealership setting.About the Position:You will be responsible for overseeing the development and implementation of strategies that enhance customer satisfaction and...
-
Customer Experience Executive
6 months ago
Slough, United Kingdom Iris Full timeSalary**Competitive plus bonus** - Location**Slough/Heathrow Approach or Peterborough, UK** - This is a _ - permanent_ - , _ - full time_ - vacancy_ - that will close _ - in 2 months_ - at 23:59 GMT_ - . _ **The Vacancy** We have a fantastic opportunity for an experienced Customer Services professional to join our Service Improvement team. This role is...
-
Customer Experience Associate
4 days ago
Slough, Slough, United Kingdom Crew Clothing Full timeAbout UsCrew Clothing is a fashion brand that values collaboration, kindness, and creativity. We believe clothes are more than just clothing – they're a way to express yourself and make life's best moments even better.Job Overview:This role involves generating sales by delivering outstanding customer service and maintaining store standards to ensure...
-
Customer Experience Executive
6 months ago
Slough, United Kingdom Linehaul Express Ltd Full timeAs one of the largest wholesale networks in Asia, Linex plays an important role in the express global parcel delivery market. Linex has been the exclusive worldwide general sales and service agent for Cathay Cargo's courier product since 1989 and GSA for Air China since 2006. **Position**: Customer Experience Executive **Location**: Colnbrook, Slough...
-
Customer Experience Ambassador
2 weeks ago
Slough, Slough, United Kingdom Fullers Full timeDelivering Exceptional Service as a Customer Experience AmbassadorWe are seeking an experienced and passionate individual to join our team as a Customer Experience Ambassador, responsible for maintaining the highest standards of service in a traditional pub atmosphere.About UsAt Fuller's, we pride ourselves on creating a warm and welcoming environment for...
-
Customer Experience Coordinator
1 week ago
Slough, Slough, United Kingdom Foot Locker Full timeAbout the OpportunityWe are seeking a highly skilled and enthusiastic individual to join our team as a Customer Experience Coordinator. This role is ideal for someone who is passionate about athletic products and has excellent communication skills.Job DescriptionThe Customer Experience Coordinator will be responsible for ensuring high levels of customer...
-
Financial Operations Specialist
1 week ago
Slough, Slough, United Kingdom CCG Head Office Full timeAccounts Receivable Accountant - CCG Head OfficeAt CCG Head Office, we're seeking a meticulous Accounts Receivable professional to join our dynamic accounting team.Key Responsibilities:Invoice Management: Take charge of raising a high volume of sales invoices, ensuring accuracy and timeliness.Account Reconciliations: Conduct detailed customer account...
-
Accounts Receivable Professional
4 days ago
Slough, Slough, United Kingdom CCG Head Office Full timeFinancial Operations Role We're seeking a meticulous and detail-oriented professional to join our dynamic accounting team at CCG Head Office.This role is critical to our financial success, ensuring that all account information is accurate, discrepancies are corrected, and payments are collected efficiently.Invoice Management: Take charge of raising a high...
-
Customer Experience Liaison
3 weeks ago
Slough, Slough, United Kingdom KP Snacks Full timeAbout the RoleWe are seeking a skilled Partnership Development Manager to create meaningful partnerships with our Customers. This role involves effective leadership of short-term executions, driving business growth through collaboration, and fostering a culture of excellent customer service.Key ResponsibilitiesDevelop and maintain strong relationships with...
-
Financial Operations Coordinator
4 days ago
Slough, Slough, United Kingdom CCG Head Office Full timeAccounts Receivable Accountant We're looking for an experienced accountant to manage our receivables operations at CCG Head Office.The successful candidate will be responsible for ensuring the accuracy and completeness of customer accounts, resolving discrepancies, and maintaining strong relationships with internal and external stakeholders.Data Entry...
-
Debt Recovery Specialist
4 days ago
Slough, Slough, United Kingdom CCG Head Office Full timeCredit Control Opportunity at CCG Head OfficeWe are seeking an experienced Credit Control professional to join our team at CCG Head Office. As a Credit Controller, you will play a crucial role in managing credit while focusing on specific debts and their recovery.The ideal candidate will have prior experience in credit control, preferably within the care...
-
Customer Experience Ambassador
3 weeks ago
Slough, Slough, United Kingdom Selecta Full timeAbout UsSelecta is a leading provider of unattended self-serve coffee and convenience food services across Europe, with a strong presence in 16 countries and serving 12 million people daily.Job SummaryWe are seeking a skilled Joy Ambassador to join our team and ensure exceptional customer service, providing high-quality machines and maximizing sales across...
-
Accounting Clerk
4 days ago
Slough, Slough, United Kingdom CCG Head Office Full timeJoin Our Team as a Debt Recovery SpecialistWe are looking for an experienced Debt Recovery Specialist to join our team at CCG Head Office. As a Debt Recovery Specialist, you will play a crucial role in managing debt while focusing on specific debts and their recovery.The ideal candidate will have prior experience in debt recovery, preferably within the care...
-
Customer Experience Campaign Specialist
1 week ago
Slough, Slough, United Kingdom ENGINEERINGUK Full timeAt Tesco Mobile, we're on a mission to deliver exceptional customer experiences that drive business outcomes. As a Customer Experience Campaign Specialist, you'll play a key role in shaping our CRM strategy and executing campaigns that make a real impact.About the RoleThis is a hands-on position that requires a deep understanding of CRM principles,...
-
Global Customer Experience Director
1 week ago
Slough, Slough, United Kingdom Brunocointepas Full timeJob SummaryBrunocointepas seeks a Global Customer Experience Director to lead our luxury hospitality operations and drive customer satisfaction. This key leadership role requires a seasoned professional with expertise in L&D operations management and a passion for delivering exceptional customer experiences.About the CompanyAt Brunocointepas, we believe in...
-
Head of Europe Transformation
5 months ago
Slough, United Kingdom Orange Full time**votre rôle**: Within Orange Business, Global Delivery Operations (GDO) delivers end-to-end services to Orange Business B2B customers all around the world. GDO supports all OBS portfolio services: data and telephony networks, collaborative solutions, security and mobility. - GDO plays a major role in delivering Orange Business operations: together, we...
-
Financial Analyst
1 week ago
Slough, Slough, United Kingdom CCG Head Office Full timeSenior Accounting PositionCCG Head Office is hiring a seasoned Management Accountant to provide expert financial guidance and support.Responsibilities include:Ensuring financial discipline across the organization.Implementing and maintaining strong financial controls and processes.Developing a deep understanding of the group's activities and identifying...