Customer Experience and And Supplier Practice Lead
2 weeks ago
**Your new role**
**Customer Experience and Supplier Practice Lead**
At National Highways, the needs of our customers are central to everything we do. Our customers are diverse. They include the people who use our roads - be it in a car, a goods vehicle, on a motorcycle or bicycle, on horseback or on foot - as well as those who live and work alongside them.
This role involves working with our supply chain partners and other performance teams to achieve higher levels of customer satisfaction. It includes supporting our suppliers to assess and improve their customer service maturity levels.
**Location: Birmingham**
The main office for this role is Birmingham and you will be required to regularly attend meetings and network with colleagues at this location. The role has flexibility for hybrid working with the option to divide your time between being in the office and remote working.
**What you’ll be leading on**
- Engage with stakeholders across National Highways and externally to ensure you have a strong understanding of customer and performance issues and to share best practice.
- Develop open and collaborative relationships with supply chain partners. Communication with suppliers is mainly virtual, with some face-to-face meetings and site visits.
- Support and give guidance to suppliers to enable them to evaluate their customer service maturity level through self-discovery assessments. Moderate evidence provided by suppliers, write up feedback, and lead feedback conversations.
- Support suppliers to develop and implement their customer centric action plans, which are improvement plans that drive progress in customer maturity.
- Review our customer processes cyclically to reflect on lessons learned and roll out process improvements.
- Implement appropriate programme and project management methodologies to ensure effective planning and control for delivering effective performance improvements in the supply chain.
- Maintain effective record keeping and data management.
**To be successful you’ll need**
- Excellent communication and stakeholder management skills, with the ability to build collaborative relationships.
- Experience leading effective feedback conversations.
- Experience of recognised project and programme management methodologies to deliver performance or customer improvements.
- Experience building process efficiency to enhance performance or customer service.
- Analytical and reporting skills, with experience using MS Office to produce and maintain documents, presentations, and spreadsheets.
**A bit about us**
There’s never been a better time to join our Commercial and Procurement team.
We’re a growing, vibrant team helping to drive the most ambitious roads investment programme our country has ever seen. You’ll be involved in the design of our modern, progressive contracts and partnerships, negotiating best commercial terms, galvanizing innovation and producing smart cost estimates and plans. Building in every opportunity to ensure that our customers and road workers get home safe and well every day while travelling or working on our road network.
**Want to know more?
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