Head of Customer Experience

4 months ago

Slough, United Kingdom M Group Services Full time

**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

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