Regional Customer Lead

2 months ago


Manchester, United Kingdom National Highways Full time

National highways are currently offering an exciting opportunity for a Regional Customer Lead to join the Major Projects Customer Services division.

The Regional Customer Lead will ensure the needs and views of our customers are considered and acted upon at every stage of scheme development and construction.

**What you’ll be leading on**
- Delivery of enhanced customer service in line with the Regional Investment Programme (RIP) Customer Service Delivery Plan and ensuring the Customer Service Delivery Plan aligns with corporate customer service strategy throughout the project lifecycle.
- Support Regional sponsors and project teams to ensure consistency in customer service approach.
- Delivering customer workshops, customer plans and customer focussed training to support each scheme.
- Ensure customer correspondence is to a high standard by co-ordinating training and undertaking monthly audits
- Interface with external bodies such as Transport Focus to ensure customer service approaches reflect national policies
- Provide authoritative advice on customer service policy and practice to managers and others within the programme/project delivery environment

**To be successful you’ll need**
- Extensive knowledge and experience of working in a customer facing environment, preferably within public facing infrastructure/service delivery organisations
- Broad knowledge of customer service approaches and metrics
- Ability to form strong, influential and collaborative relationships between self, managers, peers and our supply partners.
- Experience of delivery and management of customer plans while ensuring team compliance and ongoing improvement
- Ability to collaborate and work across different disciplines and workstreams

**A bit about us**

The role of the Customer Service Division is to accelerate Major Projects capability to interpret and act upon customer intelligence until the user consideration is ‘business as usual’ for all major improvements.

**Want to know more?


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