Head of Customer Services
7 months ago
**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
-
Customer Service Agent
1 hour ago
Snodland, United Kingdom Northgate Vehicle Hire Full time**Position**:Customer Service Agent **Salary**: £27,103 Per Annum + Bonus (up to £2,030 Per Annum OTE) **Location**:Northgate Vehicle Hire, Mid Kent Business Park, Snodland, ME6 5UA **Weekly Hours**: 42.5 hours p/week - Monday - Friday 8:00-17:30 + Saturday Rota 08.00-12:00 **As the UK’s leading vehicle rental specialists, we make a commitment to...
-
Customer Service Coordinator
5 days ago
Snodland, United Kingdom Tarmac Full time**Job Introduction**: At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better, then have a read of what we have on offer. We are currently looking for a **Customer Service Coordinator** to join our friendly team...
-
Customer Service Administrator
3 days ago
Snodland, United Kingdom Tate Full timeMy client an environmental company is looking for 2 x Customer Service Advisors to join their growing team This is an entry level role where you can learn and develop. - motivated. The roles and responsibilities include: - First point of contact for Customer telephone enquiries. - Sort and input Customer data into the LIMS data management system...
-
Customer Service Advisor
7 months ago
Snodland, United Kingdom Clancy Group Full time**Customer Service Advisor**: **£26,770**: **Snodland**: **_We CareThat’s why we need people like you, who care about your colleagues and customers!_** We have a 12-month, full time fixed-term contract for a Customer Service Advisor, with great communication and organisational skills to join our friendly team in Snodland. **The Role**: Dedicated to...
-
Admin/customer Service
6 days ago
Snodland, United Kingdom Ambitions Personnel Full timeWe have an excellent opportunity at our clients for one of the UK’s biggest electrical retailers, on an on-going basis. If calling customers is what you enjoy, then this is could be for you. Your main role will involve inputting the customers information onto spreadsheets and making outbound calls to help arrange deliveries/collections. Other duties may...
-
Head of Product Development
2 weeks ago
Snodland, Kent, United Kingdom Insight Select Full timeJob Description: Head of Product DevelopmentInsight Select is looking for a highly motivated Head of Product Development to join our team. As a key member of our product management function, you will be responsible for developing and executing product strategies that drive business growth.Key Responsibilities:Develop product roadmaps that align with business...
-
Customer Service Team Lead
3 weeks ago
Snodland, Kent, United Kingdom Betting & Gaming Limited Full timeDelivering Exceptional Customer ExperienceWe are seeking a highly skilled Retail Customer Service Manager to join our team at Entain Group. As a key member of our customer service team, you will be responsible for delivering top-notch customer service, driving standards, and building strong relationships with customers.Key Responsibilities:Taking bets on a...
-
Head of Product Management
6 days ago
Snodland, Kent, United Kingdom Insight Select Full timeJob SummaryWe are looking for a talented Head of Product Management to lead our product development efforts at Insight Select. As a key member of our team, you will be responsible for developing and maintaining a product portfolio that meets the needs of our customers. If you have a passion for product management and a drive to succeed, we encourage you to...
-
Part Time Customer Service Advisor
13 hours ago
Snodland, United Kingdom Bryn McMillan Consulting Full time**Overview**: - Opportunity for a part-time Customer Service Advisor to join and a well-established team to provide administration to a Mortgage Broker, with the option to become a trainee mortgage broker. **Job Title**: - Part Time Customer Service Advisor **Location**: - Snodland **Remuneration**: - Basic to £12,350, plus benefits including, 33...
-
Assistant Service Manager
5 days ago
Snodland, United Kingdom Command Recruitment Full timeAssistant Service Manager / Service Reception Manager required by a Fast Moving, Highly Profitable company who are expanding again. This is a unique, record-breaking place to work who promote on Your performance and Embrace change and new IT systems andIT processes. Your previous experience will have been in a similar role, or perhaps a Service Manager,...
-
Customer Service Advisor
6 months ago
Snodland, United Kingdom South East Water Full time**Are you looking for a new opportunity that fits with other commitments?** **Are you someone who is highly motivated and enjoys working towards goals?** **If so, this is an opportunity that you won’t want to miss** **We want to be the water company people want to be supplied by and want to work for.** *** We understand that people often have other...
-
Developer Services Coordinator
7 months ago
Snodland, United Kingdom South East Water Full time**This opportunity is only open to existing South East Water colleagues which includes current contractors** **If so, this could be the opportunity for you!** **We want to be the water company people want to be supplied by and want to work for.** You’ll take up this key role as a Coordinator within our Developer Services team. Our team oversee...
-
Customer Team Member
3 days ago
Snodland, United Kingdom Coop Full time**Customer Team Member** Location: 1 Holborough Road, Snodland, ME6 5DQ Pay: £9.50 per hour + great benefits. Contract: 16 hours per week + regular overtime, permanent, part time Working pattern: Varied shifts including early mornings at 5.30am (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview. Full...
-
Developer Services Coordinator
5 days ago
Snodland, United Kingdom South East Water Full time**This vacancy is only open to exisiting South East Water colleagues which includes current contractors** **6-Month Secondment Opportunity** **If so, this could be the opportunity for you** **We want to be the water company people want to be supplied by and want to work for.** You take up this key role as a Coordinator within our Developer Services team....
-
Customer Team Leader
2 days ago
Snodland, United Kingdom Coop Full time**Customer Team Leader** Location: 1 Holborough Road, Snodland, ME6 5DQ Pay: £11.00 per hour + great benefits Contract: 21 hours per week + regular overtime, permanent, part time Working pattern: Varied shifts including early mornings at 5:30am, afternoons, late evenings until 10:30pm and weekends, to be discussed at interview. The role will also...
-
Customer Delivery Agent
5 days ago
Snodland, United Kingdom Northgate Vehicle Hire Full time**Customer Delivery Agent - Snodland** **What will my day look like?** As a Customer Delivery Agent, you will be a vital part of a busy branch. Your daily contact with customers, colleagues and managers puts you right at the Centre of making sure our vehicles are where we need them to be, when we need them to be there. The key to a successful branch is an...
-
Customer Delivery Agent
14 hours ago
Snodland, United Kingdom Northgate Vehicle Hire Full time**Salary**:£11.05 per hour **Weekly Hours**: Up to 27 hours(over Monday to Saturday depending on requirements)._**As the UK’s leading vehicle rental specialists, we make a commitment to keep our customers’ businesses moving, that’s what we do.** As a Driver, you take our award-winning service directly to our customers’ door and bring to life the...
-
Appliance Service Specialist
3 days ago
Snodland, Kent, United Kingdom Currys Group Full timeCurrys Group is seeking a skilled Appliance Service Specialist to join its team. The ideal candidate will be responsible for maintaining and repairing white goods in customers' homes.About the RoleThis is a permanent, full-time position requiring a strong technical background and excellent communication skills. As a key member of our team, you will be...
-
Head of Operations
7 months ago
Snodland, United Kingdom Cappagh Browne Full time**Role Purpose** As part of the Cappagh Browne (CBUL) Senior Leadership team, to lead and manage the Discipline Operation Managers. To work in close cooperation with the Client to deliver the Framework objectives and associated SLA’s including ensuring that we have sufficient accredited and experience (direct and or supply chain) resource that delivers...
-
Customer Delivery Agent- Part Time
12 hours ago
Snodland, United Kingdom Northgate Vehicle Hire Full time**Salary**:£11.05 per hour **Weekly Hours**: Up to 27 hours (over Monday to Saturday depending on requirements). **As the UK’s leading vehicle rental specialists, we make a commitment to keep our customers’ businesses moving, that’s what we do.** As a Driver, you take our award-winning service directly to our customers’ door and bring to life the...