Head of Customer Experience

2 weeks ago


Walsall, United Kingdom South Staffs Water Full time

Salary: Competitive
Hours: 37 hours per week
Location: Walsall or Cambridge
Closing date: 10 February 2023

We have a fantastic opportunity for a Head of Customer Experience to join us.

This a key strategic role for the business, responsible for the creation and delivery of our customer first strategy which enables the business to ensure the needs of the customer are exceeded.
Key responsibilities
- The design and implementation of change programmes to improve customer experience and customer engagement, by encouraging a company-wide collaborative customer centric way of working.
- Delivering a customer experience transformation agenda that drives customer satisfaction, trust and loyalty.
- Manage day-to-day delivery of our customer services through our contract delivery partners, and act as a point of contact with our business for the key relationships.
- Ensure robust customer recover solutions are in place that manage things when they do go wrong.
- Act as voice of the customer through the implementation of a voice of the customer programme.
- Develop and drive the customer community strategy, ensuring we support customers who need help most to gain access to our services or to receive support financially.
- Work collaboratively with other teams across the business to drive end-to-end customer journeys that deliver first class experience.
- Drive the digital transformation of our services, looking at how we improve both short term and look for longer term opportunities.
- Use customer insight to inform your work and continually improve the customer experience.

You must be able to demonstrate the following:
You will bring creativity and strategic thinking to the role, and ensure that the business achieves its core aim of providing a more predictive and proactive approach to improving our customer experience.

You will work get to know our business inside out and understand what it feels like to be one of our customers. With this knowledge you will use data and analytics to set up programmers that make a difference to our customers. You will inspire people throughout our business to think customer in everything we do and help to ensure we deliver across a wide range of key metrics, such as:

- People and team management
- Finance and budget management
- Ability to deal with ambiguous situations and fast-faced environments.
- Stays calm under pressure.
- Creative and hands on approach to overcoming challenges and seeking innovative solutions.
- Good general business acumen
- Ability to build strong working relationships with peers and stakeholders

As an employee of South Staffs Water, you will have access to a range of benefits.



  • Walsall, United Kingdom Venn Group Full time

    Location: Walsall (Hybrid working once completed training) Length: Maternity Cover FTC 5-6 Months Pay: £22,569 - £23,995 per annum (pro rota) Hours: 9 - 5 Mon - Fri (with flexibility) Responsibilities of the role: - Triage all customer complaints, MP and Councillor enquiries and where appropriate allocate in accordance with complaint procedure -...


  • Walsall, United Kingdom AD Finance Full time

    **Head of Supply Chain** Alexander Daniels have been exclusively engaged by a leading manufacturing business in Walsall to help them recruit and experienced Supply Chain Manager. Responsible to the Finance Director, the Head of Supply Chain will be responsible for managing and motivating a team of supply chain staff which will incorporate logistics,...

  • Head of House

    Found in: beBee S GB - 2 weeks ago


    Walsall, United Kingdom Barr Beacon School Full time

    We are seeking to appoint a Head of House at Barr Beacon School to join the pastoral team.  In this demanding yet highly rewarding middle leadership role, you will be instrumental in fostering an environment where pupils receive the very highest standards of pastoral care and where they can get on with learning without distraction. Our Heads of House...

  • Head of Finance

    Found in: Talent UK C2 - 1 week ago


    Walsall, United Kingdom Watmos Community Homes Full time

    The Vacancy Are you a skilled finance professional looking for a challenging opportunity to make a significant impact? We are currently seeking a Head of Finance to join our team and play a key role in supporting the Executive Director of Finance and Resources (EDR). If you are a dynamic and results-oriented finance professional with a passion for...

  • Head of House

    Found in: beBee jobs GB - 2 weeks ago


    Walsall, Walsall, United Kingdom Barr Beacon School Full time

    We are seeking to appoint a Head of House at Barr Beacon School to join the pastoral team. In this demanding yet highly rewarding middle leadership role, you will be instrumental in fostering an environment where pupils receive the very highest standards of pastoral care and where they can get on with learning without distraction. Our Heads of House provide...


  • Walsall, United Kingdom Page Personnel Secretarial & Business Support Full time

    An exciting opportunity has arisen for a Customer Operations Manager (Dispatch) to join a market leading Utilities business in Walsall. Due to continued growth and business strategy, our client is looking for a Customer Operations Manager to lead a multi-faceteddispatch team. **Client Details** Our client, based in Walsall, is a market leading business,...


  • Walsall, United Kingdom G2 Legal Limited Full time

    **Conveyancing Solicitor - Head of Department** **Aldridge** **£40,000 - £45,000** A Conveyancing Solicitor role has arisen at the branch office of a Legal 500 firm in Walsall. This is a senior (head of department) full-time permanent role. This high street feel firm is seeking an experienced conveyancing solicitor or legal executive to head their...

  • Head of Digital

    2 weeks ago


    Walsall, United Kingdom whg Full time

    **Contract: Full Time, Permanent, 37 hours per week** **Closing Date: 7 March 2023** We have an exciting opportunity for a Head of Digital to join our IT team. In this role, you will help create a world in which digital innovation becomes second nature whilst continually driving improvement in our customer experience as well as securing business-wide...

  • Assistant Head of House

    Found in: beBee jobs GB - 2 weeks ago


    Walsall, Walsall, United Kingdom Bloxwich Academy Full time

    Assistant Head of House Bloxwich Academy – Leamore Lane, Bloxwich WS2 7NR Salary: Main Pay Scale + TLR 2C £3,017 Start Date: September 2024 The role: As an Assistant Head of House, you will be instrumental in supporting us in creating the culture of manners and respect which is essential for learning to proceed without disruption. You will help with the...

  • Head of HR

    6 days ago


    Walsall, United Kingdom Walsall Council Full time

    Head of HR - Advice and Operations - Ref: RT04123 - (23000089) Description **Head of HR - Advice and Operations - Ref: RT04123** Walsall Council have an exciting opportunity to hire a Head of HR - Advice and Operations. This is great time to join Walsall HR. Although focused on the present we always have an eye for the future and to this end we are...

  • Head of Research And Development

    Found in: Appcast UK C C2 - 1 week ago


    Walsall, United Kingdom Wave Recruitment Full time

    Company OverviewA leading provider of wireless control solutions for industrial applications, that has been established for over 30 years. They manufacture a diverse product range spanning agriculture, automotive, and automation, the design approach allows customized solutions to meet individual requirements. They are seeking a dynamic Head of Research and...

  • Head of Research And Development

    Found in: Appcast UK C2 - 1 week ago


    Walsall, United Kingdom Wave Recruitment Full time

    Company OverviewA leading provider of wireless control solutions for industrial applications, that has been established for over 30 years. They manufacture a diverse product range spanning agriculture, automotive, and automation, the design approach allows customized solutions to meet individual requirements. They are seeking a dynamic Head of Research and...

  • Head of Research And Development

    Found in: Talent UK 2A C2 - 2 weeks ago


    Walsall, United Kingdom Wave Recruitment Full time

    Company OverviewA leading provider of wireless control solutions for industrial applications, that has been established for over 30 years. They manufacture a diverse product range spanning agriculture, automotive, and automation, the design approach allows customized solutions to meet individual requirements. They are seeking a dynamic Head of Research and...

  • Head of Research And Development

    Found in: Whatjobs ES C2 - 6 days ago


    Walsall, United Kingdom Wave Recruitment Full time

    Company Overview A leading provider of wireless control solutions for industrial applications, that has been established for over 30 years. They manufacture a diverse product range spanning agriculture, automotive, and automation, the design approach allows customized solutions to meet individual requirements. They are seeking a dynamic Head of Research and...

  • Head of Research And Development

    Found in: Appcast Linkedin GBL C2 - 2 weeks ago


    Walsall, United Kingdom Wave Recruitment Full time

    Company OverviewA leading provider of wireless control solutions for industrial applications, that has been established for over 30 years. They manufacture a diverse product range spanning agriculture, automotive, and automation, the design approach allows customized solutions to meet individual requirements. They are seeking a dynamic Head of Research and...

  • Head of Finance

    7 days ago


    Walsall, United Kingdom Roberts Automotive ta We Deliver Cars Full time

    Wedelivercars.co.uk is a vehicle movement company, who partners with some of the largest and most exciting brands in the automotive industry. The business has grown year on year since its inception in 2015 and 2023 is due to be the largest growth yet due to significant growth in current contracts. The business is incredibly ambitious and is looking for...

  • Head of HR

    3 days ago


    Walsall, United Kingdom Walsall Council Full time

    **Head of HR - Advice and Operations** Walsall Council have an exciting opportunity to hire a Head of HR - Advice and Operations. This is great time to join Walsall HR. Although focused on the present we always have an eye for the future and to this end we are building a new senior HR team to help us achieve our goals. Reporting to the Director of HR, OD...


  • Walsall, United Kingdom Page Personnel Secretarial & Business Support Full time

    As a Customer Service Supervisor you will be responsible for supporting a team with administration of complaints, recording, updating and monitoring of completion. **Client Details** Based in the Midlands, my client provide affordable homes for rent, shared ownership and sale. They work closely with customers to keep their homes safe and...

  • Head Chef

    Found in: Talent UK C2 - 1 week ago


    Walsall, United Kingdom Rowanbrook Care Home Full time

    Rowanbrook Care Home is looking to recruit a Head ChefOur purpose-built care home is based in Walsall, provides high quality specialist care for 59-residents.Head Chef Contract                  13.50 per hour.                  Contracted to 40-hours per week.                 ...


  • Walsall, United Kingdom Brook Street Full time

    **Salary: £24,000** **Location: Walsall** **Mon - Fri (No Weekends)** **About the Company** We believe that yesterday's cooking oils should become tomorrow's energy and that your business waste can be recycled into green energy to power festivals or simply help to support our National Grid. Through our pioneering technology we are able to recover a...