Head of Customer Services

6 months ago


Snodland, United Kingdom South East Water Full time

**Do you know how to create a high-performing service delivery environment?**

***

**Are you ready to move our customer service strategy into the next exciting phase?**

***

**We want to be the water company people want to be supplied by and want to work for**

If you take up this role as Head of Customer Services, you’ll oversee the team responsible for providing 10 out of 10 service each time for every customer. You’ll bring a relentless pursuit of progress to improve our service offering, drive cost efficiencies and most importantly, ensure that customer satisfaction is at the heart of every decision and interaction.

Your work will ensure that customers have a personalised and positive experience, no matter how they choose to engage with us (phone, website, self-service). You’ll be responsible for the billing and collection of around £250 million in revenue, ensuring customer bills are accurate and sent on time. You will also oversee a collections process that considers vulnerable customers, as well as managing debt and cash collection.

You can help us to be the water company people would choose by joining us as a key player within our senior leadership team, contributing to the delivery of our strategic priorities and company purpose.

**You’ll grow a career with a meaningful purpose. Be you, belong and be valued.**
- Come to work to be safe, valued, and trusted.
- We’ll encourage you to create and pursue new opportunities for personal growth.
- A place to be the real you, build deeper connections and enjoy a sense of belonging.
- Be invested in helping us to create a sustainable water supply for now, and in the future.

**What will you be accountable for?**
- Plan, develop and implement customer service strategies according to the company’s goals and objectives with the primary objective to deliver a ‘10 out of 10 service at lowest cost on every channel’.
- Management of an annual budget of c.£20m per year. Ensuring a continued cost focus in operations and an industry leading average cost to serve.
- Leading a team of c.250 FTE promoting employee engagement and empowerment to drive improved service delivery. Delivering strong employee survey scores, promoting SEW as the place to work. Plugging capability gaps and nurturing individual talent.
- Managing turnover and retention, working with colleagues to ensure an effective recruitment process is in place. Encouraging and role modelling a culture and behaviours based on our company values.
- Collaborate with, coordinate, and influence internal teams, within and outside the department, generating buy in to support delivery of our objectives, ensuring service levels are agreed and monitored, in line with customer expectations.
- Horizon scan outside the organisation, and industry, ensuring that customer service trends and innovations are analysed, evaluated, and adopted accordingly.
- To understand the regulatory and governance requirements applicable across the department, ensuring conformance is always maintained.
- Provide a passionate voice and face for South East Water, proactively leading industry debate and conversation in and out of our partner network.
- Lead on complex customer cases, delivering resolution by drawing on resources across multiple areas of the organisation.
- Foster good relationships with commercial customers and grow the retail 'white label' offering to existing and new customers.

**What do you bring to the role?**
- The ability to develop and implement Customer Service strategies.
- Experience leading large teams of people, particularly contact centre teams.
- The ability to manage the interests and influence relationships with customers, internal stakeholders, and external stakeholders.
- Strategic thinking - ability to prepare, adapt and deliver strategic plans.
- Strong and effective networker - able to confidently establish collaborative, cross-sector stakeholder networks at all organisational levels.
- Effective communicator - comfortable with working within the organisation and with external organisation and presenting to external stakeholders.
- Confident and effective written and verbal communication skills.
- Strong leadership skills - ensuring the team are engaged, empowered, and delivering high performance.
- Experience leading within the water industry or a similarly regulated sector would be beneficial.
- Knowledge of billing functions and revenue collection procedures would be useful.

**What can you expect from us?**
- £9,844.66 car allowance per annum
- Senior management team incentive scheme.
- AXA PPP Private health care.
- Excellent Stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle to work scheme.
- Health cash plan.
- Life assurance.
- Wellbeing related benefits.
- Electric Vehicle salary sacrifice



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