Head of Customer Experience

5 months ago


Walsall, United Kingdom South Staffs Water Full time

**Head of Customer Experience & Affordability**

**Salary: Up to £63,000 per annum**

**Full Time: 37.5 hours per week**

**Location: Walsall or Cambridge**

**At South Staffs Water, we deliver clean and reliable water supplies to around 1.7 million customers within the South Staffs and Cambridge regions through a network of 8,500 km of underground pipes.**

We have a fantastic opportunity for a Head of Customer Experience & Affordability. In this dynamic leadership role, you will drive transformative strategies at the intersection of customer satisfaction and financial accessibility.

**The Role**
- A key strategic role within our business is the responsibility for the creation and delivery of a customer-first strategy, ensuring that the needs of the customer are exceeded.
- Develop and drive the overall customer engagement plan, ensuring a proactive lookahead of all campaigns to include affordability, water efficiency, metering, and others.
- Establish and implement the customer affordability strategy, owning the suite of services offered to support customers to pay, including management of the budgets associated with each.
- Responsible for 5 direct reports, with a total team size of 10 people.
- Deliver a customer engagement transformation agenda that drives customer trust and satisfaction.
- Develop and drive the customer community strategy, ensuring we support customers who need help the most to gain access to our services or receive financial support.
- Work collaboratively with other teams across the business to drive end-to-end customer journeys that deliver a first-class experience.
- Use customer insight to inform strategic delivery and continually improve the customer experience.
- The implementation of a customer change programme to improve customer experience and customer engagement, encouraging a company-wide collaborative, customer-centric way of working.
- Ownership of several customer performance metrics, including CMEX (Customer Measure of Experience), PSR compliance (Priority Services Register), and Education Outreach targets.
- Communicate with key stakeholders including the Consumer Council for Water, Ofwat, and other water companies for best practice.
- Travel across our sites to drive customer experience.
- Management of budgets associated with the range of financial support mechanisms for customers.

**What You’ll Need**
- Skilled in financial and budget management within organizational frameworks.
- Demonstrates adaptability in ambiguous and fast-paced environments.
- Maintains composure under pressure.
- Takes a creative and hands-on approach to overcome challenges, seeking innovative solutions.
- Possesses good general business acumen.

**What You’ll Get in Return**
- A competitive salary up to £63,000 per annum.
- Group pension: 6% matched pension.
- 28 days holiday (plus 8 bank holidays).
- Holiday buy-back scheme (up to a max of 5 days).
- Store discount for personal shopping needs.
- 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital, and health matters.
- Eyecare vouchers - via Specsavers.
- Employee Assistance Programme (EAP).

**Salary**: £53,000.00-£63,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Referral programme
- Store discount
- Work from home

Schedule:

- Monday to Friday
- No weekends

Work Location: In person



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