Head of Customer

** Role covers the whole Southern Water Region**

**Role Purpose**

You will take the lead in guiding the organisation through the process of delivering the best customer experience and supporting and defining communications at both an operational and organisational level.

**Role Summary**
- Understanding and improving the customer experience throughout the end-to-end journey
- Being the voice of the customer across all levels
- Building strong relationships with key stakeholders, both internally and with our client and with our client customers, that will drive an optimised customer experience
- Collaborating at both a strategic and operational level to improve customer engagement and enhance the brand reputation of both CBUL and SW.
- Carry out any other duties appropriate to this post

**Key Competencies**

**Personal Attributes**
- Inspire and motivate the team and others by being open, authentic and a genuine leader who is energised by winning as a team
- Ability to manage up and down, to influence customer strategy and execution
- A practical mind to find solutions on the spot, with a curiosity to improve and innovate

**Experience Required**
- Established skills in providing high levels of customer service where you have utilised your leadership experience to achieve targets on both an individual and team basis
- Demonstrable experience working within a fast-paced operational environment where priorities frequently change

**Desirable Experience**
- Call Centre Management
- Responsibility for a Planning and Despatch Function

**Benefits**
- Competitive Salary
- 25 days annual leave
- Car allowance (if deemed business user) - £6,930 per annum
- Access to Group Pension Scheme after completion of probation
- Life Assurance and Critical Illness cover if joining pension scheme
- Healthcare cover for employee and family
- Access to Employee Assistance Programme & Medicash after successful completion of probation
- Continuous Development Opportunities

As an equal opportunities employer, Cappagh Browne is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

**Salary**: £70,000.00-£80,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have experience in providing high levels of customer service?
- Can you provide an example of a time when you found a solution to problem on the spot.
- Do you have call centre management experience?
- Have you previously had experience in being responsible for a planning and dispatch function?

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person